Steve ShefvelandApr 82 minU.S. Contact Center Best Practices. In Mexico?Does your contact center provider operate a call center outside of the U.S.? If so, do they follow U.S. Best Practices for Contact Centers?
Steve ShefvelandFeb 152 minThe FQHC Call Center.The Health Clinic and FQHC Call Center during COVID-19.
Steve ShefvelandApr 8, 20202 minMake Money. Save Money. Mitigate Risk. What Would you Choose?Make Money. Save Money. Or, Mitigate Risk. What would you choose during COVID-19?
Steve ShefvelandApr 2, 20202 minCirrus and EGS. Your Customer Support Solution that Beats COVID-19.Cirrus Response (Omni-Channel Provider) and Emerging Global Services (BPO Provider) partner on Work@Home.
Steve ShefvelandMar 20, 20202 minMitigating Call Center Risk in the Age of COVID-19Does your Call Center or Call Center Partner have a tested disaster recovery plan in place? In not, why not?
Steve ShefvelandMar 12, 20202 minEGS Response to COVID-19, aka Coronavirus.With the recent news and concerns around coronavirus, we know you may have questions about what EGS can do to maintain operations.
Steve ShefvelandAug 15, 20191 minSummer is (almost) Over. What are Your Plans for Fall?Emerging Global Services (EGS). Nearshore. Outsourced. Solutions. Innovative. Low Cost Labor.
Steve ShefvelandAug 1, 20193 minBots, A.i. and Call Centers. Can you Feel the Tipping Point?Bots and Ai are changing how we work, live and play, right! Well, not so fast!
Steve ShefvelandJul 24, 20193 minTrade Shows and Conferences. Should you Go?Trade Shows and Conferences. Should you Attend? Should you spend the money? Can you truly drive an ROI? Well, no....and Yes!
Steve ShefvelandMar 5, 20191 minWhat is Old. Made New.Do you operate an internal call center? If so, are you happy with its performance, turnover and cost? If you want to explore new...
Steve ShefvelandMar 1, 20191 minCall Centers are a dime a dozen, Right? No! More like 100,000 dimes a Month!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)...
Steve ShefvelandDec 20, 20183 minThat Elusive Customer Experience!The Customer Service Experience! We hear this phrase a lot, and numerous articles have been written about it. But, what is it? I mean,...
Steve ShefvelandNov 30, 20182 minThe Cringe Factor!Cringe! Merriam-Webster defines it this way: "to recoil in distaste" and "to experience an inward shiver of embarrassment or disgust."...
Steve ShefvelandNov 21, 20182 minThanksgiving. In Mexico?I own a nearshore contact center (aka a call center) in Hermosillo, Sonora, Mexico (Located in Northern Mexico). Four years ago over...
Steve ShefvelandNov 16, 20182 minCustomer Lifetime Value (CLV). Do You Value all your Customers?The Wall Street Journal recently published an article on Customer Lifetime Value (CLV). An interesting subject to me, considering my...
Steve ShefvelandNov 14, 20183 min"Butts in Seats." Does Your Call Center Provider use this Phrase?The call center industry has various phrases, acronyms and idioms often used among themselves within the industry. And, the phrase...
Steve ShefvelandOct 29, 20183 minHurricanes, Typhoons & Earthquakes (and the Philippines). Do you take them Serious? A natural disaster free zone. Does this exist? Really? Why, yes, it does. In fact it exists in many locations around the world. One...
Steve ShefvelandOct 24, 20182 minAi, Machine Learning, IoT. What does it all Mean? Can you Say Better Jobs.Artificial Intelligence (Ai), Internet of Things (IoT), Machine Learning, Big Data. This list of new technologies goes on and on. What...
Steve ShefvelandOct 18, 20183 minIt's Q4. Have you Been Procrastinating?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...
Steve ShefvelandOct 10, 20183 minNothing Happens until Someone Sells Something. Do your Call Center Agents know how to Sell?If you sell-to consumers, you need a robust call center sales team. Reaching consumers is critical if you are in industries such as...
