September 6, 2023
The New Generation of Call Center Agents
As more Generation Z employees join the workforce, call centers and their clients are noticing a shift in worker attitudes. This new generation, often referred to as Gen […]
BPO Industry
August 21, 2023
Checking In on the Mexican Call Center Industry
In recent years, Mexico has experienced significant BPO industry growth, largely due to its close proximity and strong economic ties with the United States. While both countries’ economies […]
August 7, 2023
4 Ways to Reduce CX Outsourcing Costs
This post was originally published on 3/31/2022 and has been updated to reflect the latest information, stats, and trends. From housing to groceries, the United States has been […]
July 25, 2023
The Power of AI Technology and the Call Center Industry
As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and […]
June 21, 2023
We Asked Our African BPO Partners: How to Foster a Strong Outsourcing Relationship
In today’s global economy, outsourcing has become a common practice for many businesses. Whether for customer service, technical support, or data entry, outsourced call centers can provide significant […]
April 11, 2023
Helping Call Center Agents Through Technology Upgrades
Part of working in the call center industry is being up-to-date on new technology that improves customer service. Unfortunately, sometimes we get a little caught up in the […]
March 9, 2023
4 Ways to Maintain Agent Morale While Returning to the Office
During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the […]
January 19, 2023
The New BPO Choice: African Countries for Offshore Outsourcing
If your company isn’t currently feeling the sting of rising outsourcing costs, consider yourself incredibly lucky. The United States is at the epicenter of the issue, where the […]
December 15, 2022
Mitigating Attrition: How to Keep Agents Happy in 2023 and Beyond
Companies around the world have had difficulty recruiting and retaining staff members in recent years. In the wake of The Great Resignation, employees left their current positions in […]
November 15, 2022
Labor Crisis Management: Contact Center Strategies to Curb the Crunch
Keeping call centers adequately staffed in 2022 has been, to put it lightly, a challenge. Keeping them staffed without incurring additional costs? Next to impossible. Welcome to the […]