Blog Archives -

Visit to Golden Gate BPO Montego Bay – Outsourcing and Contact Center Analyst Recap

admin — Mon, 13 Nov 2017 18:59:06 +0000

I have been lucky enough to visit deployments around the world as part of my work in the outsourcing field, and I look forward to the opportunity of doing so whenever I venture to an overseas territory. On a recent visit to Jamaica, I was fortunate to have the opportunity of popping into the nearshore […]

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Contact Center Risk Management Starts with Location Diversification

Jaime Weinsier — Mon, 06 Nov 2017 22:07:27 +0000

Not to be the bearer of bad news, but the world in which we live is a pretty unstable place. Whether it be politically, economically, or related to public security, a lot of things going on right now are causing uncertainty. The impact that this can have on contact center operations should not be underestimated. […]

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Don’t Ignore the Social Benefits Contact Centers Provide Communities

admin — Mon, 23 Oct 2017 18:18:27 +0000

Over the years, I have noticed one thing that often gets overlooked is the positive social impact of contact centers. As a CEO and owner of a BPO operation, I could not be prouder of the benefits that our investments provide communities at large. It is easy to forget the real quality-of-life improvements that a […]

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Picking the Right Size BPO Provider Need Not Be Difficult

admin — Mon, 16 Oct 2017 18:15:29 +0000

I am frequently asked by enterprise contact center buyers, “What sized outsourcer is it best to engage with for customer experience delivery?” Actually, there is no right or wrong answer to this question. There are some superb offerings in the customer experience space at the moment that are being provided by outsourcers with revenues ranging […]

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Social Media Customer Experience Means Having Diverse Capabilities

admin — Tue, 10 Oct 2017 18:03:41 +0000

I like to use social media. I have accounts on LinkedIn, Facebook andTwitter, just to name a few. It helps me keep up with news, family and friends (not to mention providing me with a forum for sharing my blogs). But, what amazes me is the extent to which social media has branched off into a maze of […]

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Voice Still Counts in the Contact Center

admin — Mon, 02 Oct 2017 13:56:50 +0000

I am not a fan of morning network TV news programs. To me, they have become a repository for B-list celebrity interviews and features about upcoming talent shows. But one item that caught my eye recently was a feature on Good Morning America about when consumers should pick up the phone, as opposed to using […]

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Time for a Reality Check on Indian BPO

admin — Mon, 25 Sep 2017 17:52:36 +0000

Of course, some contact center or BPO locations work better than others. The most attractive locations are those that have longevity because they deliver a high-value, quality customer experience in a stable atmosphere. This is one of the reasons why India remains among the best places in the world to establish a contact center presence […]

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Some Commonly Overlooked Things to Consider When Choosing an Offshore Location

admin — Mon, 18 Sep 2017 22:48:57 +0000

As the CEO of a global contact center services company, I have been lucky enough to see what makes for a good delivery point. Equally, my travels have also provided me with insight on what can limit a location’s BPO effectiveness. Making a poor choice can be expensive, time-consuming and frustrating. So in this week’s […]

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Automation in the Contact Center is a Reality

admin — Mon, 11 Sep 2017 15:44:28 +0000

It is still surprising to me how there continues to be so much resistance to trying new approaches in customer experience management. Recently, I have been meeting people on all sides of the CRM equation who feel that automation is a fad that will eventually disappear. But automation is not New Coke or The Macarena. […]

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Twice As Nice: Our Inc. 5000 Story

admin — Thu, 31 Aug 2017 12:38:56 +0000

Every entrepreneur dreams of the moment they’ll make it to the Inc.5000, Inc. magazine’s prestigious list of America’s fastest growing private companies and a signal of success and industry recognition. Our 2017 ranking marks our second consecutive year on the Inc. 5000 – something only 1 in 3 companies on the list can say they’ve […]

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