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. After...

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 contact...

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...

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 in...

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.

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.

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 risk...

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...

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...

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...