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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…
Eli Gutilban
If you are comparing where to outsource your call center, the decision usually narrows to nearshore versus offshore.…
Eli Gutilban
Choosing the wrong outsourcing partner is expensive and slow to unwind: you lose the ramp-up time, the institutional…
Eli Gutilban
The Philippines has been the worlds leading destination for voice and customer support outsourcing for over two decades,…
Eli Gutilban
Call center outsourcing pricing is one of the first questions every operations leader asks, and one of the…
Eli Gutilban
Should you build your contact center in-house or outsource it? It is one of the highest-stakes operational decisions…
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