Top 5 Posts in July
This month's top 5 has a strong focus on our people and how we can best support them.
Jens guides us through updating our...
Which Road to Take in Site Selection?
Contact centers help guide customers on their journeys, including the twists, turns, and obstacles they face. At the same time, centers are on their...
FCC NPRMs Target Near/Offshore Call Centers
For years, companies - including many in the business process outsourcing (BPO) space - have relied on nearshore and offshore call center staffing to...
The “Little Bill”
Whoa! Has anyone noticed an itty-bitty bill floating around the 119th U.S. Congress? It is named the Keep Call Centers in America Act of...
Locating Contact Centers in the New Normal
The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers....
Customer Perception: Offshore vs. America
In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
