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 Egypt,...

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 and...

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...

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 three...

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 more...

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 opportunity is...

One thing that I have noticed working in the contact center services space is that those of us in leadership positions can so easily get distracted by the chatter around various flavor-of-the-month delivery models. But, sometimes the best possible alternative is the one closest to home. This is...

As a newcomer to this industry, I’ve spent the past several weeks getting myself immersed in all things customer engagement. From soaking in industry research to reading relevant articles and news to learning our own business at Golden Gate BPO Solutions, it’s been quite an undertaking. One thing...

One of the things that I find fascinating about this business is that sometimes what is old can be new again. Never has this been more obvious than with the renewed interest in India as an offshore delivery point. For the longest time, skeptics had more or less written off India as a viable market...

From a channel and technology standpoint, things have really changed in contact center management. As a twenty-year veteran of this space, I am amazed at how consumers are eschewing the telephone for other contact alternatives. In some ways, this need not come as a surprise; with more interaction...