Cirrus Response (Omni-Channel Provider) and Emerging Global Services (BPO Provider) partner on Work@Home.

Does your Call Center or Call Center Partner have a tested disaster recovery plan in place? In not, why not?

With the recent news and concerns around coronavirus, we know you may have questions about what EGS can do to maintain operations.

Emerging Global Services (EGS). Nearshore. Outsourced. Solutions. Innovative. Low Cost Labor.

Bots and Ai are changing how we work, live and play, right! Well, not so fast!

Trade Shows and Conferences. Should you Attend? Should you spend the money? Can you truly drive an ROI? Well, no....and Yes!

Do you operate an internal call center? If so, are you happy with its performance, turnover and cost? If you want to explore new solutions, or improve your ...

Who do you know in business that needs or uses a call center? You will earn $10,000 or more per month in residual income (revenue share) if you simply refer...

The Customer Service Experience! We hear this phrase a lot, and numerous articles have been written about it. But, what is it? I mean, how do you know wha...

Cringe! Merriam-Webster defines it this way: "to recoil in distaste" and "to experience an inward shiver of embarrassment or disgust." In the call center in...

I own a nearshore contact center (aka a call center) in Hermosillo, Sonora, Mexico (Located in Northern Mexico). Four years ago over lunch in early November...

The Wall Street Journal recently published an article on Customer Lifetime Value (CLV). An interesting subject to me, considering my background of 28 years...

The call center industry has various phrases, acronyms and idioms often used among themselves within the industry. And, the phrase "Butts in Seats" is a pop...

A natural disaster free zone. Does this exist? Really? Why, yes, it does. In fact it exists in many locations around the world. One such location is Herm...

Artificial Intelligence (Ai), Internet of Things (IoT), Machine Learning, Big Data. This list of new technologies goes on and on. What does this mean for t...

If you own a business, or you manage a P&L with responsibilities to drive revenue and exceed goals, you hate this phrase, "Well, Let's connect in the New Yea...

If you sell-to consumers, you need a robust call center sales team. Reaching consumers is critical if you are in industries such as Travel Services (Hotels,...

According to the 2016 U.S. Census, there are an estimated 55 million Hispanic people in the United States, comprising over 17% of the population. Roughly al...

When I search for hotels on any number of online travel sites (online travel agencies, aka OTA's), I love it when I find a "unique" hotel I never knew about....

Wireless service providers. Wireless retailers. When you hear these words and see their logos, what image comes to mind? Although I may not know you pers...