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 customer...

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.

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...

You know the feeling. Your heart beats a little faster. You lose all sense of time. You can’t think of anything else from the moment you wake up until you go to bed. You can’t wait to go to work. You have passion for what you do.

Don’t Buy Cowboy Boots if You Need to Run a Marathon

Quora is a fascinating website that is part education platform, part newsfeed, part social experiment. A few days a week I will take time to visit the site, learn something new and possibly answer a few questions.

In the BPO business we often think we need to be the lowest bidder to win the next RFP and continue to grow our businesses, but do we? Obviously, John Glenn was joking (I think) when he said "As I hurtled through space, one thought kept crossing my mind - every part of this rocket was supplied by...

Agent Hourly Rates – The “Initial Discussion”

How many times have you been privy to a discussion where one person says to another: “How much does it cost you per hour to run your internal call center or how much would you charge to provide 100 agents handling inbound customer service for our...

We started off the 2015 International CES Show Monday night by attending a Keynote at the beautiful Cosmopolitan Chelsea Theater, delivered by Dr. Dieter Zetsche, Chairman of the Board of Management Daimler AG, Head of Mercedes-Benz Cars. Dr. Zetsche unveiled new Mercedes-Benz automobiles,...

The Turnaround: Remaining Positive

When the poor performance of the U.S. Olympic Speedskating Teams was anecdotally linked to Under Armour’s performance-enhancing uniforms the skaters wore, the company...

Yesterday, I walked into a Home Depot store in Fort Lauderdale, Florida to make a quick and simple purchase. I needed hanging wire for 2 pictures I just picked up from the framer and was excited to put up in my house. After walking into the approximately 125,000 square foot store, I spent my first...