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Our Commentary on the Recent Events in the Philippines

In the wake of the recent escalation of violence in the Philippines, including the awful events that just took place a few days ago at Resorts World Manila, I thought I should provide my own personal commentary as the CEO of Golden Gate BPO Solutions, a company and team who has been very active...

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Servicing the Sharing Economy – Effective Customer Service is Key to Growth

You are hardly alone if you are not too familiar with the term “sharing economy” – over 70% of Americans are unfamiliar with the term even though most of us have used a shared and on-demand online service.

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Engagement Excellence is Key to Telco Success

If you polled a thousand US executives from across industries, I am certain that most would say their sector is undergoing major disruption.  And, while each would have their own reasons for saying so, there is no question that telco players are under the gun.  When you combine shifting product...

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Golden Gate BPO Solutions Celebrates the Entrepreneurial Spirit with the Dingman Center for Entrepreneurship

When thinking about entrepreneurial spirit, there are several different things that can come to mind. Leadership. Vision. Creativity. Open-mindedness. Risk-taking. The list can go on and on. At Golden Gate BPO Solutions, we pride ourselves on the entrepreneurial spirit. It’s what we’ve...

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Building a Championship Customer Service Team

A few weeks ago, I curled up on my couch to watch one of my favorite sporting events of the year. Opening weeks of baseball?  Nope.  NBA Playoffs?  Not with so much basketball left to play in the marathon that leads up to the NBA Finals.  It was the NFL Draft that I was looking forward to, the...

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The American Hispanic Consumer is Pivotal in Today’s Contact Center Solution

In the US, it is simply unrealistic to engage as a contact center services provider without having a solution to support Hispanic consumers.  Today, ‘Press 2 for Spanish’ is now standard practice for enterprises large and small.  But offering a Spanish-speaking option is only part of the...

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Winning Customer Loyalty is Crucial in Retail

For so many of us, checking out a sale at a local department store or looking online for a deal on a new device is both a necessity and fun. But, what happens when these experiences are sub-standard? For those in the retail trade, this reality is becoming more common in their captive contact...

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Let’s Face it, the Contact Center is Evolving and BPO Vendors Need to Keep Up

The past couple of months, I have written about my vision for contact center services being delivered from onshore and offshore locations.  But, this week I want to touch on the nature of customer experience delivery, which I think so many of us would agree has changed massively over the last...

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Guidelines are The New Policy

If you’ve watched or read the news over the past several weeks – or even if you haven’t – there’s a big chance you’ve heard United Airlines’ name mentioned more than a few times.  It’s been quite a few months for United – first with not allowing two teenagers on board for wearing leggings, and...

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Timing is Essential in Offshore BPO Markets

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...

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