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News & Resources

Entrepreneurship is the foundation that our company is built on – and we’re proud that our CEO, Stephen B. Ferber, is a part of the Board of Advisors expansion at the Dingman Center for Entrepreneurship at the University of Maryland Robert H. Smith School of Business. This esteemed group advises on strategic initiatives, development and growth opportunities and provides mentorship and connections to student and alumni entrepreneurs.

Read more:  https://www.rhsmith.umd.edu/news/dingman-center-expands-board-advisors

September Insights

Features include: Automation in the Contact Center is a Reality – Time for a Reality Check on Indian BPO – In-House Contact Center Benchmark Report, The Highlights

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In September 2017, Hurricane Irma hit the Caribbean and the surrounding areas:  “For BPOs in the Dominican Republic, the safety of our employees is of paramount importance.” Read more about what our CEO, Stephen B. Ferber, and other BPO executives had to say about the significant preparations that were made by all BPOs in the region to keep employees safe and prevent service dropouts as Hurricane Irma passed through.

Read more:  http://www.nearshoreamericas.com/hurricane-irma-dominican-republic-bpo-preparations/

August Insights

Features include: The Inc. 5000 – Twice as Nice, Summer Reflection – Travel Customer Experience, and It’s In the (Grocery) Bag – How Amazon Will Change the Grocery Game

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The Inc. 5000 – Read Our Story

Every entrepreneur dreams of the moment they’ll make it to the Inc. 5000. Our CEO and Managing Partner Stephen B. Ferber sits down with B2BNXT, an online resource that spreads ideas to help B2B organizations uncover growth opportunities, to share how we differentiate ourselves and how our becoming a valued resource and partner has paved our way to the Inc. 5000.

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In-House Contact Center Benchmark Report

Are you interested in seeing how your operations compare to your peers, if you’re facing the same challenges as them, and experiencing the same trends as other contact center decision makers and executives?   In Q1 2017, our Advisory Board member Peter Ryan surveyed 300 in-house contact center executives from around the world on various themes that impact their operations on a regular basis.

We’ve summarized the thought-provoking findings into these highlights from the comprehensive report which include:

  • CRM budgets
  • CRM budget priorities
  • Agent attrition levels
  • Current pressure points
  • Data and analytics usage
  • Delivery point assessment

July Insights

Features include: Artificial Intelligence is Here to Stay, Retail Banking – Are Customers Nickel and Diming Their Loyalty, and Decisions, Decisions – What Location is Right for Your Business

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June Insights

Features include: The Dynamic DR, Servicing the Sharing Economy, and The Telco Struggle is Real

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