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Archive For: Customer Engagement

Top 5 Things I’m Looking Forward to at the 2017 PACE Convention & Expo

As a newcomer to this industry, I’ve spent the past several weeks getting myself immersed in all things customer engagement.  From soaking in industry research to reading relevant articles and news to learning our own business at Golden Gate BPO Solutions, it’s been quite an undertaking.  One thing that is apparent is the seemingly hundreds ... Read More
 

Evolving Channel Selection Imperative For Outsourcers In 2017

‘What’s past is prologue’ – William Shakespeare, The Tempest Upon reflection, it is amazing the extent to which elements of the past foretell the future.  In many cases, such events are highlighted in contemporary popular culture.  This was certainly the case during a recent episode of the popular AMC television show Halt and Catch Fire.  ... Read More
 

2016 PACE Convention and Expo Summary

The 2016 PACE (Professional Association for Customer Engagement) National Convention (took place last week, from April 3-6, at the Rosen Shingle Creek Hotel & Convention Center in Orlando, Florida.  The theme for this year’s convention was “Leading Customer Engagement – Their Channel, Their Terms, Done Right.”  The agenda followed suit with ... Read More
 

Argentina unlikely to re-establish offshore CRM credentials soon

The upcoming Argentine elections have many contact center outsourcing industry-watchers assuming that a change in commercial direction will mean a more attractive environment for CRM services vendors to deliver into North America and Europe. However, Ovum believes that regardless of the outcome of the election, it will be difficult for Argentina to re-establish itself among the nearshore or offshore locations of choice. This will be due to a number of factors, including cost, regional competition, and the extent to which Argentina has evolved in term of commercial sophistication.
 

Omnichannel Communications: Let Your Customers Communicate Their Way

Yesterday I read a wonderful blog about a gentleman who was communicating with his bank via his mobile phone using chat.  At the end of the chat, the representative told the customer he would need to call the toll free number to accomplish his requirement.  The customer asked, “can’t you just call me so that ... Read More