by admin | Mar 21, 2017 | Blog
One thing that I have noticed working in the contact center services space is that those of us in leadership positions can so easily get distracted by the chatter around various flavor-of-the-month delivery models. But, sometimes the best possible alternative is the...
by admin | Mar 15, 2017 | Blog, Call Center, Customer Engagement
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...
by admin | Mar 2, 2017 | Blog, India, offshore, Outsourcing
One of the things that I find fascinating about this business is that sometimes what is old can be new again. Never has this been more obvious than with the renewed interest in India as an offshore delivery point. For the longest time, skeptics had more or less...
by admin | Feb 20, 2017 | Blog
From a channel and technology standpoint, things have really changed in contact center management. As a twenty-year veteran of this space, I am amazed at how consumers are eschewing the telephone for other contact alternatives. In some ways, this need not come as a...
by admin | Feb 7, 2017 | Belize, Blog, Nearshore
In the BPO space, I have a reputation as a straight talker. So, I will make no bones about the fact that I am a fan of Belize as a contact center delivery location. While maybe not the largest nearshore market from which to deliver customer experience interactions,...
by admin | Jan 26, 2017 | Blog, Call Center, Call Center Consulting, Consulting, Jamaica
One of the things that I love about working in contact center services is watching the evolution of this business. Having spent a great deal of time working with clients requiring nearshore support, I have come to appreciate the quality that can be found in Jamaica...
