Businesses today have a major challenge in keeping their customers happy. One important aspect of this endeavor is to provide a customer-centric relationship through quick and satisfactory customer support services, particularly through phone and chat channels. Organizations must consider investing in an inbound call center solution to achieve this. ENHANCED

As outsourcing growth continues apace following the global impact of the pandemic, the Nearshore region is enjoying a serious uptick in demand. But in one small Central American country in the news for its Bitcoin adoption and internationally criticised actions of its heavy-handed president, small and medium-sized organizations are growing

Nearshore contact centers with work-at-home capabilities are more reliable than ever, giving brands the opportunity to protect their business continuity strategies well into the future.  While work-at-home has been an option for years, most nearshore BPO, contact center, and CX providers (for a variety of reasons) never adopted the solution.

Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-at-home providers. The only real solution is a strategic blend of brick-and-mortar and work-at-home that only hybrid service providers can offer.  We all learned from the

Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rates severely affect service delivery, negatively impact the overall customer experience, and can kill the

Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction.

When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for this planning. As the below article outlines, it is essential to understand industry metrics and properly

In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sense into best practices. If your business handles payment transactions over the phone, working with