Practical tips, outsourcing strategies, and business insights to help you scale smarter.
The call that grows your business rarely arrives at a convenient hour. A prospect ready to buy, a…
Eli Gutilban
Almost every conversation about outsourcing customer service ends up at the same question: what is this actually going…
Eli Gutilban
Outsourcing customer service is one of those decisions that sounds either obviously smart or obviously risky, depending on…
Eli Gutilban
Big brands and lean startups both outsource customer service. See who does it, why it works, and how…
Eli Gutilban
Telemarketing explained in plain English: inbound vs outbound, B2B vs B2C, the rules (TCPA, Do Not Call), whether…
Eli Gutilban
BPO meaning in plain English: what business process outsourcing is, the types (front, back office, KPO, ITO), what…
Eli Gutilban
BPO, call center, contact center: the terms get used interchangeably, but they are not the same thing, and…
Eli Gutilban
Inbound and outbound call centers solve opposite problems, use different skills, and are measured by different numbers. Knowing…
Eli Gutilban
You cannot manage what you do not measure, but you can absolutely measure the wrong things. Plenty of…
Eli Gutilban
If you operate in a regulated industry, compliance is non-negotiable the moment you outsource customer contact. The good…
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