Insights & Resources

By Eduardo Parker (WFM Director) At the recent America’s WFM Summit 2024 held in México, organized by the Global WFM (GWFM) Forum Institute and Chartered Body, I had the pleasure of discussing some of the big trends that are shaping our industry right now. The discussion focused on how AI

In today’s fast-paced business environment, contact centers are crucial touchpoints between companies and their customers. The efficiency and effectiveness of these centers can significantly impact customer satisfaction and, consequently, the overall success of a business. One of the most transformative technologies enhancing contact center operations is Artificial Intelligence (AI) data

In today’s business landscape, Corporate Social Responsibility (CSR) has evolved from being a mere buzzword to a critical component of corporate strategy. For Business Process Outsourcing (BPO) companies, the emphasis on CSR is even more pronounced. These companies, which often operate across various regions and serve diverse global clients, have

In today’s globalized economy, businesses are continuously looking for ways to optimize their operations while maintaining high-quality customer service. One increasingly popular strategy is the use of nearshore contact centers. Located in neighboring or nearby countries, nearshore contact centers offer a range of benefits that can enhance efficiency, improve customer

Artificial Intelligence (AI) has revolutionized various industries, and the contact center sector is no exception. By integrating AI technologies, contact centers can now offer more efficient, personalized, and high-quality service to their customers. While AI is often associated with the automation of routine tasks, its benefits extend significantly to the

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