Seach this site

Work At Home Agents (WAHAs) Best Option for Canada

Canada is again becoming attractive for nearshore contact centers thanks to a weak Canadian dollar. But U.S. and U.S. serving companies should think twice about going back with traditional centers. Instead they should consider the alternative of work at h…
Categories Tags The value of the Canadian dollar has been plummeting relative to the U.S. dollar. Naturally this trend has prompted some BPO companies and clients to consider … http://digitaltransformation.frost.com/expert-insights/viewpoints/work-home-agents-wahas-best-option-canada/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

The Whys (and Caveats) of Contact Center Outsourcers Leveraging Operations and Technology Services

Categories Tags Outsourcing of any kind is a notoriously highly competitive thin-margin business.  Not surprisingly, outsourcers are constantly on the lookout for new opportun… http://digitaltransformation.frost.com/expert-insights/viewpoints/whys-and-caveats-contact-center-outsourcers-leveraging-operations-and-technology-services/