Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
04
June
2018
Belize, the Central American country bordered by Mexico and Guatemala, is known for many things: beautiful beaches, pristine Caribbean waters, ancient Mayan ruins, rainforests filled with exotic flora and fauna, and much more. Thinking of Belize as a nearshore outsourcing destination, however, rarely crosses anyone’s mind. To be clear,…
01
June
2017
In a BPO, agent development starts with knowledge: that is, understanding your brand, the industry, your products, and processes. Knowledge is typically provided through EDUCATION — teaching agents how the business works so they can find an answer and describe the prescribed solution. The purpose of education is to impart…
23
March
2017
The BPO market went through a consolidation a little over a decade ago where many of the big Tier 1 players were buying small-to-midsized players to expand their global presence. At the time, companies that outsourced viewed it as a good thing. But things are changing: Small-to-midsized BPOs are starting to…