Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
By Lafayette Moran | VP, Business Development August 2023 In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in resolving complex issues. When this...
The following is a testimonial from Tony Menchaca, formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy. However, I found it hard to make...
Low Unemployment: One More Reason to Outsource Your Contact Center
The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases. That’s why, in today’s economic climate, companies should not rely on...
BPO Site Visit: What You Can Learn in the First Few Minutes
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus on in...
Top 10 BPO Vendor Selection Mistakes and How to Avoid Them
I wrote an article for Nearshore Americas — the second in a series of six that Jason Sterns, our VP of business development, and I are contributing to the publication — on the topic of BPO vendor selection mistakes and how to avoid them. In the article, I list ten commonly-accepted...
I attended Nexus 2018, a nearshore outsourcing conference hosted by Nearshore Americas, last month in San Francisco, where I had the opportunity to interact with many organizations that have BPO and IT operations in LATAM. The conference attendees were friendly and engaging. Everyone I met, from a small group of...
Top 7 Reasons to Consider Belize as a Nearshore Outsourcing Destination
Belize, the Central American country bordered by Mexico and Guatemala, is known for many things: beautiful beaches, pristine Caribbean waters, ancient Mayan ruins, rainforests filled with exotic flora and fauna, and much more. Thinking of Belize as a nearshore outsourcing destination, however, rarely crosses anyone’s mind. To be clear, Central...
