Steve Shefveland
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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.
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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!
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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...
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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,...
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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...
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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...
188 views0 comments
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...
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Steve Shefveland
- Oct 10, 2018
- 3 min
Nothing 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...
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Steve Shefveland
- Oct 3, 2018
- 2 min
Spanish. 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...
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Steve Shefveland
- Sep 21, 2018
- 2 min
Wireless Providers and Retailers. What Image Comes to Your Mind First?
Wireless service providers. Wireless retailers. When you hear these words and see their logos, what image comes to mind? Although I...
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