Everybody hates dealing with artificial intelligence, right? As AI becomes commonplace, so does the impulse to publicly pine for the “good old days” when one could just talk to a human. In reality, there are plenty of situations where people prefer to interact with AI over human agents. (more…)
How do you manage the effectiveness of your contact center? Presumably the same way businesses everywhere manage most departments: Key Performance Indicators, or KPIs. (more…)
Your company strives to provide great customer service. But are you able to serve every customer interested in your products and services? (more…)
The Philippines has dominated the offshore outsourcing market for the last decade and has become the largest outsourcing market in the world. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations.
Nearshore outsourcing in Latin American countries (Caribbean, Mexico, and South America) has been growing rapidly over the last several years. We have recently seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations. This growth has been driven largely by corporations trying to diversify their global outsourcing footprint away from offshore markets along with the demand for bilingual call center services (Spanish and English), reduction in telecom rates, and the highly skilled and cost-effective college-educated labor force.