Archive for the 'Contact Center' Category

I helped….

Tuesday, January 20th, 2009

to make this happen… Wednesday, January 14, 2009 Concentrix expands global capability with investment in new contact center in Costa Rica Rochester, NY – January 14, 2009 – Concentrix Corporation, a global knowledge process outsourcing (KPO) company and wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), announced today the company has made an equity investment […]

Back in the Saddle Again

Saturday, January 17th, 2009

For those of you who have been wondering why I have not posted much in the last couple of months…. The truth is that I have been swamped with business. I actually had to turn down a very prestigious job sponsored by the World Development Bank, becuase I had too much business. I have been […]

Leavin’ on a Jet plane!

Tuesday, July 22nd, 2008

I head out in the morning for Managua, Intelligent Outsourcing is having a bar-b-que on Saturday and it is a good excuse to get me back for a few days to get some work done!

Adventures in Nicaraguan Call Center Operations

Saturday, July 5th, 2008

Most of you know I have been spending a lot of time working in Nicaragua lately. I found the above You tube video and thought those of you unfamiliar with the country would find it interesting. The Call Center I am helping to build in Nicaragua is called Intelligent Outsourcing, and they are rapidly growing […]

New Mac and Booming Outsourcing Opportunities = Neglected Blog!

Sunday, April 20th, 2008

Yesterday I picked up my new toy to add to my MacBook Pro. Yeah its SICK backing up wirelessly to a 500GB hard drive… Yeah, with a sexy Macbook Pro, I should be blogging more… Yeah, yeah, yeah…. Its called making money folks. The reason you don’t hear from me too often these days is […]

The Growth of “Marriage Brokers,” in the Outsourcing business…

Sunday, March 2nd, 2008

An awesome blog dedicated to outsourcing… And a great article that shows me that I have been seriously undervaluing my services… I am seeing increased demand for outsourcing advisors early this year to facilitate outsourcing transactions. The applications outsourcing space, in particular, is showing no signs of slowing down as companies seek to renegotiate existing […]

CRM Buyer Interview

Saturday, March 1st, 2008

I had a wonderful interview with Pam Baker of CRM Buyer, last week. Call center reps get a bad rap. They’re expected to be constantly nice in the face of increasingly not-nice customer interactions, field the blunt of management’s never-ending drive for increased performance, and solve every problem that randomly hits their line. It’s no […]

Interesting Analysis of Central America’s Contact Center prospects

Tuesday, February 19th, 2008

You may have saw my post the other day about Sitel’s announcement that they are moving into Nicaragua. All in all, this news did not take me by surprise, as much as it delighted me in confirming my own pronouncements that Nicaragua was going to develop as an amazing new “green field,” in the Outsourcing […]

Nicaragua grows its Call Center Industry

Thursday, February 14th, 2008

I have been saying for a while that Nicaragua has incredible potential in the call center arena.. The fact that Call Center giant Sitel, is setting up shop, more or less validates that assessment. Marketwire – Sitel, a leading global business process outsourcing (BPO) provider, today announced it will open a customer care facility in […]

2008, what’s on the board

Saturday, December 29th, 2007

If 25% of the business currently in my queue, materializes for 2008, I and The Utopia Group will be very busy in 2008. The lovely ladies in the photo above are cheerleaders or “porristas,” hired by the Press2 call center in Managua, for their innovative GAME, motivational program. I spent several months in 2007 working […]

The Business Adventures of an Expat Call Center Guru in Costa Rica