Steve Shefveland
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 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."...
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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...
80 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...
176 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 24, 2018
- 2 min
Ai, 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...
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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...
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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 28, 2018
- 2 min
How do you Sell to Older Adults? Did Someone Say Boomer Adults?
Did you know that according to the American Association of Retired Persons (AARP) as of May 2014, "there are 108.7 million folks age...
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Steve Shefveland
- Sep 27, 2018
- 1 min
Do you Sell-to or Deliver Customer Care to the 50+ Demographic? Then You Need Tree Rings!
Tree Rings LLC is the world's first call center outsourcing company solely focused on helping those companies who sell-to, market-to and...
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Steve Shefveland
- Sep 25, 2018
- 2 min
Hotel 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...
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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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Steve Shefveland
- Sep 14, 2018
- 2 min
Do You Still Read Newspapers? Well, Yes. It's Called Content!
With the internet, smartphone and tablets, the newspaper industry has been struggling for years. A decline in print newspaper...
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Steve Shefveland
- Sep 12, 2018
- 3 min
Nearshore? No, Think Next Door!
The phrase "Nearshore Call Centers" has been a hot topic in the call center outsourcing business for several years. Overall, outsourcing...
54 views0 comments
Steve Shefveland
- Sep 6, 2018
- 2 min
HIPAA Compliancy & Security in Healthcare Call Centers. It's all About Technology, Right?
HIPAA means "security" in most peoples minds, right? And, the answer should be a resounding "yes." But, I find for many people, the...
33 views0 comments
Steve Shefveland
- Sep 4, 2018
- 1 min
Business Process Services (BPS). Gee, #WDITOT!
Business Process Outsourcing, or BPO, right? Not quite. I wish I could say I thought of this, but I read a great blog post this morning...
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Steve Shefveland
- Aug 31, 2018
- 2 min
Hotels and OTA's. A Symbiotic Relationship Balanced on Cost.
The relationship between a hotel company, travel service companies and the online travel agencies (OTA's) is interesting. Is it a...
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Steve Shefveland
- Aug 29, 2018
- 2 min
Hermosillo, Sonora, Mexico.
A "hidden gem" in a sea of Nearshore call center locations. And, some of the best Tortillas and Carne Asada you've ever tasted!...
174 views0 comments
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