Insights & Resources

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

Outsourcing has become an increasingly popular business strategy for many companies. One area where outsourcing has been particularly effective is in the realm of outbound calling. Outsourcing to a call center solution has many benefits for businesses of all sizes. COST SAVINGS By utilizing an outbound call center, businesses can

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

The impact of the Covid-19 pandemic has forced BPO companies to rethink the way they deliver services. Businesses that thrived during the period quickly understood the need to evaluate and rethink the tools and methods they use to engage their talent pool to guarantee service delivery amid unprecedented levels of disruption. In one

Imagine this scenario: A skilled call center agent surpasses all the hiring requirements and is brought on board. They are highly motivated and eager to start their new job. Three months later, performance issues begin to surface, and within nine months, that promising new agent has left the company. This

Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers staffed with skilled agents.  The workforce shortage crisis in the US is officially the worst we have seen in decades.

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