Customer Service

June 10, 2019

Nearshore Outsourcing Spotlight: Tijuana

Tijuana, Mexico is undergoing a well-deserved and long overdue reputation makeover. Once viewed as an area with some questionable characteristics, many call center executives are now flocking to […]

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BPO Partner Selection, Customer Service, Nearshore Outsourcing

May 20, 2019

3 Key Areas Where Healthcare Companies are Utilizing Outsourcing

With healthcare providers, including medical clinics and hospitals, all feeling the squeeze to implement cost-driven initiatives, many healthcare providers are seeking outsourced solutions as a way to ease […]

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Customer Service

April 29, 2019

Nearshore Outsourcing Spotlight: Colombia

Selecting a call center partner is a time-consuming effort where real business consequences are at stake. Businesses must consider best-fit call center options to tackle high costs, employee […]

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Nearshore Outsourcing, BPO Partner Selection, Customer Service

April 8, 2019

Creating Geo-redundancy Through Nearshore Outsourcing

For most organizations, the stability of customer communication and the continuity of their services are what drive overall business success. For call centers that deal with a high […]

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BPO Partner Selection, Customer Service, Nearshore Outsourcing

March 4, 2019

US Labor Shortages and the Growing Need to Outsource

Record-breaking wage growth and low unemployment rates have made it harder than ever for businesses to field a domestic call center staff. As existing teams grow or former […]

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BPO Industry, Customer Service, Nearshore Outsourcing

January 28, 2019

Is Your Call Center Prepared for the Unexpected?

On February 5, 2017, building supply company 84 Lumber was poised to vault to national notoriety. The relatively unknown building supply company was running an ad during Super […]

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BPO Partner Selection, Customer Service

January 21, 2019

What to Do When Ideal Customer Experiences Aren’t Possible

It’s no secret that people don’t typically call companies when everything is going smoothly. Your contact center is frequently tasked with serving as the first line of defense […]

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Customer Service, Nearshore Outsourcing

January 7, 2019

5 Criteria for Choosing a Call Center Partner in 2019

Goodbye 2018. Hello 2019! As we begin another year of innovation and evolution in customer service and call center technology, you may be considering call center outsourcing. Maybe […]

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BPO Partner Selection, Customer Service

December 17, 2018

5 Steps for Contact Centers to Earn Customer Trust

Trust is an important part of every relationship. Without trust, you have no foundation for long-term stability. This extends beyond personal relationships and into the brand/customer relationship. An […]

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Customer Service

December 10, 2018

Contact Centers Can Enhance Your Web Presence

All roads lead to the internet. That’s a very sloppy take on the classic proverb, but that doesn’t mean it isn’t relevant in today’s world. A recent article […]

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Customer Service