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How Amazon will Change the Grocery Game

On June 16, 2017, the business world shook when retailer juggernaut Amazon bought Whole Foods for $13.4 billion. On the outset to some, this deal will have major implications in the way we shop for groceries. For example, Amazon has made it clear that they intend to create a grocery delivery...

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Will a New Dawn Break on Egyptian BPO?

One constant in BPO delivery is that nothing stays the same for very long.  Just consider how different offshore and nearshore destinations were perceived a decade ago.  Admittedly, back then there were far fewer locations vying for outsourcing investment, but among the most sought after was...

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How Twitter Can Help Your Social Media Customer Experience

As a 17-year-old, I tend to use social media quite often (yes, that’s an understatement). There are some social media platforms I think are fads and will eventually lose my attention soon, but there are others that I truly believe will be relevant for the rest of my life, like Twitter.

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Some Commonly Overlooked Things to Consider When Choosing an Offshore Location

As the CEO of a global contact center services company, I have been lucky enough to see what makes for a good delivery point.  Equally, my travels have also provided me with insight on what can limit a location’s BPO effectiveness.  Making a poor choice can be expensive, time-consuming and...

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Time Has Come to Start Preparing for AI in the Contact Center

As a devoted watcher of CBS’ weekly investigative journalism program, 60 Minutes, it was ironic that on a recent Sunday night as I was packing to leave for Call Center Week in Las Vegas, an insightful report on artificial intelligence (AI) was featured.  This could not have been more relevant. ...

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Retail Banking Consumers are Changing and Contact Centers Need to Adapt

Over the course of the past several years, there have been noticeable changes in how consumers manage their banking relationships. While brand loyalty and customer retention was something banks could count on even fifteen years ago, today is a whole new ball game. In 2017, having the right...

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Rudy Awards at the Dingman Center for Entrepreneurship: Recap and Photos

As a part of our organizational dedication to the entrepreneurial spirit, Golden Gate BPO Solutions is an active participant in helping to mentor students at the Dingman Center for Entrepreneurship at the University of Maryland Robert H. Smith School of Business. Through this involvement, it is...

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Dominican Republic at the Heart of a Bilingual Nearshore Solution

Rarely a day goes by when I don’t think about how Golden Gate BPO has prospered through our deployments in the Dominican Republic.  It is hard to think that even a decade ago, it was a country that was still developing a level of acceptance among US companies as a customer experience delivery...

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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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