BPO Industry

October 25, 2023

Checking in on the South African BPO Industry

South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. However, US companies over the last few years […]

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BPO Industry, News & Insights, Offshore Outsourcing

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 […]

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BPO Industry, Call Center Management, News & Insights

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 […]

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BPO Industry, Nearshore Outsourcing, News & Insights

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 […]

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BPO Industry, Call Center Management, Cost Savings, News & Insights

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 […]

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BPO Industry, Call Center Management, Customer Service, Outsourcing Strategies

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 […]

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BPO Industry, BPO Partner Selection, Offshore Outsourcing, Outsourcing Strategies

How to Help Agents Through Tech Upgrades

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 […]

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BPO Industry, Call Center Management

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 […]

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BPO Industry, Call Center Management

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 […]

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BPO Industry, BPO Partner Selection, Cost Savings, Offshore Outsourcing

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 […]

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BPO Industry, Call Center Management