U.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?
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Steve Shefveland
- Apr 8, 2020
- 2 min
Make Money. Save Money. Mitigate Risk. What Would you Choose?
Make Money. Save Money. Or, Mitigate Risk. What would you choose during COVID-19?
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Steve Shefveland
- Apr 2, 2020
- 2 min
Cirrus 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.
58 views0 comments
Steve Shefveland
- Mar 20, 2020
- 2 min
Mitigating Call Center Risk in the Age of COVID-19
Does your Call Center or Call Center Partner have a tested disaster recovery plan in place? In not, why not?
54 views0 comments
Steve Shefveland
- Mar 12, 2020
- 2 min
EGS 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.
43 views0 comments
Steve Shefveland
- Aug 15, 2019
- 1 min
Summer is (almost) Over. What are Your Plans for Fall?
Emerging Global Services (EGS). Nearshore. Outsourced. Solutions. Innovative. Low Cost Labor.
26 views0 comments
Steve Shefveland
- Aug 1, 2019
- 3 min
Bots, 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!
38 views0 comments
Steve Shefveland
- Jul 24, 2019
- 3 min
Trade 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!
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Steve Shefveland
- Mar 5, 2019
- 1 min
What 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...
26 views0 comments
Steve Shefveland
- Mar 1, 2019
- 1 min
Call 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)...
68 views0 comments
Steve Shefveland
- Dec 20, 2018
- 3 min
That 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,...
40 views0 comments
Steve Shefveland
- Nov 30, 2018
- 2 min
The Cringe Factor!
Cringe! Merriam-Webster defines it this way: "to recoil in distaste" and "to experience an inward shiver of embarrassment or disgust."...
56 views0 comments
Steve Shefveland
- Nov 21, 2018
- 2 min
Thanksgiving. In Mexico?
I own a nearshore contact center (aka a call center) in Hermosillo, Sonora, Mexico (Located in Northern Mexico). Four years ago over...
64 views0 comments
Steve Shefveland
- Nov 16, 2018
- 2 min
Customer 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...
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Steve Shefveland
- Nov 14, 2018
- 3 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...
80 views0 comments
Steve Shefveland
- Oct 29, 2018
- 3 min
Hurricanes, 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...
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Steve Shefveland
- Oct 18, 2018
- 3 min
It'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...
25 views0 comments