How VAs support specific industries like real estate, e-commerce, agencies, and more
Outsourcing customer service is one of those decisions that sounds either obviously smart or obviously risky, depending on who you…
Eli Gutilban
Big brands and lean startups both outsource customer service. See who does it, why it works, and how to outsource…
Eli Gutilban
Telemarketing explained in plain English: inbound vs outbound, B2B vs B2C, the rules (TCPA, Do Not Call), whether it still…
Eli Gutilban
BPO meaning in plain English: what business process outsourcing is, the types (front, back office, KPO, ITO), what it costs,…
Eli Gutilban
BPO, call center, contact center: the terms get used interchangeably, but they are not the same thing, and confusing them…
Eli Gutilban
Inbound and outbound call centers solve opposite problems, use different skills, and are measured by different numbers. Knowing which you…
Eli Gutilban
You cannot manage what you do not measure, but you can absolutely measure the wrong things. Plenty of contact centers…
Eli Gutilban
If you operate in a regulated industry, compliance is non-negotiable the moment you outsource customer contact. The good news: a…
Eli Gutilban
If you are comparing where to outsource your call center, the decision usually narrows to nearshore versus offshore. Both cut…
Eli Gutilban
Choosing the wrong outsourcing partner is expensive and slow to unwind: you lose the ramp-up time, the institutional knowledge, and…
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