Steve ShefvelandMar 122 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 solutio...
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." I...
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 lun...
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 ba...
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 "Butt...
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 co...
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 Trav...
Steve ShefvelandOct 3, 20182 minSpanish. Do your Customers Speak it?According to the 2016 U.S. Census, there are an estimated 55 million Hispanic people in the United States, comprising over 17% of the pop...
Steve ShefvelandSep 25, 20182 minHotel OTA's. Do you have the Hidden Gems?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...
Steve ShefvelandAug 22, 20181 minFinancial & Security Aspects of Doing Business in MexicoSponsored by the Global Chamber. I was honored to be a part of this webinar hosted by the Global Chamber's Guanajuato, Mexico chapter. V...
Steve ShefvelandJul 19, 20182 minThe Hospitality Call Center in 2018Does your Hospitality and Travel Services call center deliver a quality customer experience and ROI? Or is it the forgotten distribution...
