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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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Spotlight on Golden Gate BPO Miami Contact Center

Our Miami Contact Center is unique. From this location, we are able to serve small scale outsourcing projects and develop new outsourcing initiatives. Over the years, we have seen an enormous amount of businesses unable to take advantage of the opportunity to professionally outsource their...

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More Tips When Choosing an Outsourced Call Center

If you read my earlier post, you have a basic understanding of the information you need to gather to start your search for an outsourced call center provider. Now let’s think about some of qualities you should look for when selecting the right outsourcer.

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Partner Versus Provider?

The vendor/ client relationship can be like an episode of ‘Dancing with the Stars’. You either glide together seamlessly and beautifully across the floor, or you’re stepping on each other’s toes, trying hard not to land on your gluteus maximus in front of a cast of thousands. I’ve been on both...

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