Outsourcing Insights

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!

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13
August
2019

5 Ways to Transform Contact Center Customer Experience in 2020

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

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:…

02
October
2018

Critical Factors in Outbound Lead Generation Success, Part 1: Agents

Editor’s note: This post is the first of a 3-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2 and 3 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They…

04
June
2018

Top 7 Reasons to Consider Belize as a Nearshore Outsourcing Destination

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,…

Top 7 Reasons to Consider Belize as a Nearshore Outsourcing Destination