In the BPO space, I have a reputation as a straight talker. So, I will make no bones about the fact that I am a fan of Belize as a contact center delivery location. While maybe not the largest nearshore market from which to deliver customer experience interactions, in my opinion it is one of the...

One of the things that I love about working in contact center services is watching the evolution of this business. Having spent a great deal of time working with clients requiring nearshore support, I have come to appreciate the quality that can be found in Jamaica when it comes to handling...

The robustness of any industry can be measured not only by the number of large vendors seeking to shore up their market-share, but also through the upstart firms aiming to carve out their own position. In the case of front-office BPO, the extent to which the small to mid-sized vendor segment is...

‘What’s past is prologue’ – William Shakespeare, The Tempest

Upon reflection, it is amazing the extent to which elements of the past foretell the future. In many cases, such events are highlighted in contemporary popular culture. This was certainly the case during a recent episode of the popular...

Chances are likely your customer service agents are already using cloud contact center software. But when you think about it, your agents are only partially in the cloud. After all, they are still operating on physical machines like laptops, desktops and tablets.

Inc. Magazine Unveils 35th Annual List of America’s Fastest-Growing Private Companies—the Inc. 5000

NEW YORK, August 17, 2016 – Inc. magazine today ranked Golden Gate BPO Solutions NO. 975 on its 35th annual Inc. 5000, the most prestigious ranking of the nation's fastest-growing private companies....

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 Terms,...

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 of...

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 call me...

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....