The supervisor/agent relationship is critical in BPO, but ensuring supervisors can manage a team and meet client expectations is tricky. Training existing agents for the role can be even trickier. Here's how to get it right.
Colombia's currency plunges have created challenges for everyone, but some outsourcing companies are enjoying rapid growth amid economic turmoil. Nearshore Americas spoke to three outsourcers about their experience navigating Colombia's currency woes.
Ease of movement from Latin America to the USA is difficult to chart, but this interactive draws on several data sets about immigrant and non-immigrant - including H-class visas - movement from selected Latin American countries to the USA to identify the countries that are easiest to transit from.
Agile gamification, the use of game thinking in agile software development, could be useful in addressing some of the challenges of agile methodologies. While gamification won't solve all issues, it can address teamwork, communication and use of technical processes -- but is it being used in Latin America?
Companies like Wizeline, ventures like the Agave incubator, and an influx of big firms prove Guadalajara is turning from a hardware factory and IT services center to a true hub of technological creativity.
While the drive towards DevOps is heating up, clients are not looking to service providers for the move to this approach and are instead relying on internal teams. LATAM service providers can capitalize on the DevOps interest. The key is gaining experience and using it to meet client needs.
Navigating the murky waters of the Foreign Account Tax Compliance Act (FATCA) can be tricky. U.S businesses and individuals transacting in Latin America need to adhere to the requirements and regulations imposed by the fact. Here are four things every U.S business and individual needs to know about FATCA.
The beauty of Latin America demands preservation. A number of Latin American countries have developed eco-friendly initiatives that not only seek to protect the natural resources they have, but also provide alternative modes of energy generation and ways of living. Pravina Chetty looks at three countries that offer eco-friendly developments.
IGATE's choice of Nova Scotia as the site for expanding North American operations is about more than just cost. While Canada's falling dollar is meaning savings for companies seeking to invest, Nova Scotia is capitalising on its readily-available skilled labor pool, high university count and incentive scheme to attract IT businesses.
The drive for consistency of experience across channels is paramount in an increasingly demanding consumer world. T-Mobile's Kerry Sikora discusses the realities of measuring customer experience, listening to the voice of the customer and providing true omni-channel engagement with Loren Moss.