Call Center Archives -

Timing is Essential in Offshore BPO Markets

admin — Wed, 29 Mar 2017 13:47:19 +0000

To be the initial player in a new contact center delivery market is a rare occurrence. Not only do these locations come about infrequently, but as the world gets flatter, the addressable number of new countries popping up will only diminish. However, recognizing when a site selection opportunity is ripe can provide an outsourcer (and […]

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

admin — Wed, 15 Mar 2017 15:42:33 +0000

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 […]

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Leveraging Montego Bay’s Contact Center Strengths

admin — Thu, 26 Jan 2017 17:35:15 +0000

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 when it comes to handling American consumers. As an […]

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Evolving Channel Selection Imperative For Outsourcers In 2017

admin — Wed, 11 Jan 2017 14:32:45 +0000

‘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. […]

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A Better Way to Deploy Cloud Contact Center Software

admin — Thu, 01 Dec 2016 22:06:39 +0000

Chances are likely your customer service agents are already using cloud contact center software. But when you think about it, your agents are only partially in the cloud. After all, they are still operating on physical machines like laptops, desktops and tablets. This hardware is expensive to purchase and maintain, especially for large contact centers […]

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Golden Gate BPO Solutions to Provide Call Center Support on behalf of TeletonUSA during its 30-hour Telethon Broadcast on Univision

Stephen Ferber — Fri, 04 Dec 2015 15:27:17 +0000

For Immediate Release Golden Gate BPO Solutions Weston, Florida, December 4, 2015 – Golden Gate BPO Solutions (“Golden Gate BPO”), a global provider of customer management and business process outsourcing solutions, announced today it will be providing call center support on behalf of the TeletonUSA Foundation for the third year in a row from its […]

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Concerns Emerge about Stability of Guatemala and El Salvador in Central America for Contact Centers and BPO Companies

admin — Thu, 17 Sep 2015 16:04:19 +0000

Recently, concerns have started to emerge about the stability of Central America, due to some high-profile political and public security issues that have cropped up this summer. However, Ovum (as well as many outsourcers and enterprises) believes that the region is one of strong value, both in terms of price and customer experience; thus, it will be incumbent on all vendors based in Central America to highlight these strengths to both prospects and clients.

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2015 TCPA Washington Summit – PACE

Stephen Ferber — Wed, 26 Aug 2015 13:48:05 +0000

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 in consumer protection and risk management. The FCC Declaratory Ruling is anticipated to […]

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PACE Files Appeal to FCC Declaratory Ruling

Stephen Ferber — Fri, 17 Jul 2015 15:45:56 +0000

FOR IMMEDIATE RELEASE Indianapolis, IN, July 15, 2015 – On July 14th, 2015, The Professional Association for Customer Engagement (PACE) filed an appeal (click here to view) the July 10th Federal Communication Commission’s (FCC) Declaratory Ruling and Order, which expanded the reach of the Telephone Consumer Protection Act (TCPA). Specifically, PACE asks the Seventh Circuit […]

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Spotlight on Golden Gate BPO Miami Contact Center

Stephen Ferber — Tue, 26 May 2015 14:05:46 +0000

Our Miami Contact Center is unique. From this location, we are able to serve small scale outsourcing projects and develop new outsourcing initiatives. Over the years, we have seen an enormous amount of businesses unable to take advantage of the opportunity to professionally outsource their customer care, technical support, acquisition and other BPO work because […]

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