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!

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 ...

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...

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...

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...

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...