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2016 PACE Convention and Expo Summary

The 2016 PACE (Professional Association for Customer Engagement) National Convention (took place last week, from April 3-6, at the Rosen Shingle Creek Hotel & Convention Center in Orlando, Florida.  The theme for this year’s convention was “Leading Customer Engagement – Their Channel, Their...

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Santo Domingo’s Strengths Outweigh Talent, Legal Drawbacks

To most in the industry, Santo Domingo's large English-speaking population and close ties to the United States far outweigh its small talent pool of contact center managers and programmers and the country's antiquated labor laws.

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Argentina unlikely to re-establish offshore CRM credentials soon

The upcoming Argentine elections have many contact center outsourcing industry-watchers assuming that a change in commercial direction will mean a more attractive environment for CRM services vendors to deliver into North America and Europe. However, Ovum believes that regardless of the outcome...

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Omnichannel Communications: Let Your Customers Communicate Their Way

Yesterday I read a wonderful blog about a gentleman who was communicating with his bank via his mobile phone using chat.  At the end of the chat, the representative told the customer he would need to call the toll free number to accomplish his requirement.  The customer asked, "can't you just...

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How to Best Train BPO Supervisors

The supervisor/agent relationship is critical in BPO, but ensuring supervisors can manage a team and meet client expectations is tricky. Training existing agents for the role can be even trickier. Here's how to get it right.

The supervisor or team lead role is a crucial one in a BPO environment....

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Concerns Emerge about Stability of Guatemala and El Salvador in Central America for Contact Centers and BPO Companies

Recently, concerns have started to emerge about the stability of Central America, due to some high-profile political and public security issues that have cropped up this summer. However, Ovum (as well as many outsourcers and enterprises) believes that the region is one of strong value, both in...

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2015 TCPA Washington Summit - PACE

Don’t miss your chance to attend the 2015 PACE Washington TCPA Summit and ensure you’re knowledgeable on regulation and issues that can greatly impact risks to your organization. This is the event where regulators speak directly to attendees about the latest changes in consumer protection and...

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Should You Want the Lowest Price Possible?

There are times in life where we choose to pay more for something. Imagine you are celebrating your tenth wedding anniversary. You are financially stable. Do you celebrate at the $5 all-you-can-eat pizza buffet or do you choose the 4-star fine dining establishment known for exceptional food and...

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Why Your Business Should Provide Multi-Channel Customer Support

Customers today are more demanding than ever, accustomed to having things available to them at the touch of the button. Meeting the high demands of your customer base is becoming more challenging all the time. There’s a solution to this problem, and it is multi-channel customer support. The...

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Spotlight on Belize

As one of the fastest-growing countries in Central America, Belize City is a perfect fit for our operations. It offers an educated English-speaking population, reliable telecommunications and an overall friendly environment. With Spanish being the second language of Belize, we can offer highly...

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