26
March
2019

Choosing Call Center Locations: Quality Over Cost Deciding Factor Says New Report

The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. The report’s findings are as follows:…

12
December
2018

How Call Centers Can Help Close the Customer Experience Gap

U.S. brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We are living in a market where customers are increasingly free agents and where adoption and abandonment…

15
November
2018

7 Steps to Increase Contact Center Agent Retention and Engagement

There are many reasons to retain good contact center agents. For one, they achieve higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. Highly-engaged employees go the extra mile to drive your business forward. Best of all,…

11
September
2018

Poor Customer Service Costs U.S. Businesses $75 Billion a Year

A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and…

04
September
2018

BPO Site Visit: What You Can Learn in the First Few Minutes

My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus…

30
July
2018

7 Questions to Ask Contact Center Vendors About Employee Attrition

Companies looking for an outsourced nearshore contact center vendor partner have many factors to consider, not the least of which is the vendor’s employee attrition rate. In my article at Nearshore Americas (the second in a series), I outline seven questions companies should ask about attrition. Questions include:…

10
July
2018

Nearshore Outsourcing: Notes from Nexus 2018

I attended Nexus 2018, a nearshore outsourcing conference hosted by Nearshore Americas, last month in San Francisco, where I had the opportunity to interact with many organizations that have BPO and IT operations in LATAM. The conference attendees were friendly and engaging. Everyone I met, from a…

22
May
2018

High Tech Demands High Touch: Balancing AI & Automation with Human Interaction

Recently, I had an opportunity to attend the SOCAP Southwest chapter meeting in Denver, which focused on the use of artificial intelligence (AI) in the contact center. The meeting consisted of a series of sessions addressing various aspects of AI and automation technology. Here’s a brief run-down: AI in…

30
April
2018

What I Learned at the PACE 2018 Convention & Expo

I attended the PACE 2018 Convention & Expo in Atlanta April 15-18. Here’s a summary of the events I participated in along with my observations and insights regarding the experience. Sunday The event kicked off Sunday night with a networking session filled with friendly people, engaging vendors,…

10
April
2018

Agent Phone Calls Still #1 Customer Service Channel, Report Says

A phone call with a live agent is still the number one channel for customer service despite the many options currently available (IVR, chat, email, and more). That’s according to the 2018 Contact Center Satisfaction Index (CCSI), a report compiled each year by market research consulting firm CFI…