by admin | Oct 28, 2015 | Blog, CRM, Customer Engagement, Hispanic Marketing
Analyst Opinion: Argentina unlikely to re-establish offshore CRM credentials soon By Peter Ryan Principal Analyst, Ovum The upcoming Argentine elections have many contact center outsourcing industry-watchers assuming that a change in commercial direction will mean a...
by admin | Oct 9, 2015 | Blog, Customer Engagement, Multi-Channel
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...
by admin | Sep 22, 2015 | Blog
The supervisor/agent relationship is critical in BPO, but ensuring supervisors can manage a team and meet client expectations is tricky. Training existing agents for the role can be even trickier. Here’s how to get it right. The supervisor or team lead role is a...
by admin | Sep 17, 2015 | Blog, Call Center, Call Center Consulting
Analyst Opinion: Outsourcers in Central America need to emphasize region’s value in face of disruption By Peter Ryan Principal Analyst, Ovum Recently, concerns have started to emerge about the stability of Central America, due to some high-profile political and public...
by Stephen Ferber | Aug 26, 2015 | Blog, Call Center, Events and Conferences
Don’t miss your chance to attend the 2015 PACE Washington TCPA Summit and ensure you’re knowledgeable on regulation and issues that can greatly impact risks to your organization. This is the event where regulators speak directly to attendees about the latest changes...
by Stephen Ferber | Aug 18, 2015 | Blog, Consulting
There are times in life where we choose to pay more for something. Imagine you are celebrating your tenth wedding anniversary. You are financially stable. Do you celebrate at the $5 all-you-can-eat pizza buffet or do you choose the 4-star fine dining establishment...
