Omnichannel Archives - Nearshore Americas

Contact Center Skills Assessment Techniques for the Omnichannel Era

In the age of omnichannel service, Mike Aoki shares his expert tips on modern best practices for contact center skills assessment.
By Mike Aoki October 9, 2018
Are You Sure Your Customers Are Getting an Omnichannel Experience?

Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
By Scott Newman July 31, 2018
Capgemini Gobbles Up US Customer Services Firm LiquidHub

LiquidHub – based in Wayne, Philadelphia – has around 2,000 employees, and counts GlaxoSmithKline, Independence Blue Cross, Merck, Subaru, Vanguard, and other big employers as clients.
By Narayan Ammachchi February 7, 2018
How Voice-Only BPOs Can Compete in 2018’s Customer Experience Environment

As customer experience demands evolve at a rapid pace, voice-only BPOs will need to make some big changes in order to stay relevant in the coming years.
By Mike Aoki January 9, 2018
Teletech Acquires Motif, Expands Footprint into India

Teletech will reportedly purchase the remaining stake in the company by May 2020 but Motif's founders will join the US firm right away.
By Narayan Ammachchi November 27, 2017
Q&A: Sykes Exec Bullish about Brazil Presence as BPO Potential is Reinforced

Fernando Estrazulas, Sykes Country Director in Brazil, explains what the company has been doing to overcome longstanding issues in the country.
By Matt Kendall August 15, 2017
Q&A: Chatbots May Replace Tier One Agents, But New Channels Will Create New Roles

Ian Jacobs from Forrester Research tells us about the evolving relationship between man and machine, and the common perceptions of virtual agents.
By Matt Kendall August 8, 2017
Seasonal Demand Management is a Competitive Advantage for Outsourcers

Peter Ryan outlines the challenges faced by captive contact centers in seasonal demand management, and the opportunity for outsourcers to assist them.
By Peter Ryan July 25, 2017
What is Holding Back Chatbots from Widespread Nearshore Adoption?

Humberto Andrade from Accenture and Gordon White from The Social Client explain why chatbots have to be part of any serious solution, but are still lacking in adoption rates.
By Matt Kendall July 10, 2017
Navigating the Risky Waters of Social Media Customer Service

While a few nearshore BPO providers have already nailed their approach to social media customer service, they've faced some difficult hurdles along the way.
By Matt Kendall February 2, 2017
Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
By Juan Manuel Gonzalez December 20, 2016
LatAm Contact Center Outsourcing Services Trudging Down a Difficult Path

Sebastian Menutti explains why contact center outsourcing services in Latin America continue down a difficult path in the region's overall outsourcing ecosystem.
By Sebastian Menutti October 11, 2016

In the age of omnichannel service, Mike Aoki shares his expert tips on modern best practices for contact center skills assessment.

Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.

LiquidHub – based in Wayne, Philadelphia – has around 2,000 employees, and counts GlaxoSmithKline, Independence Blue Cross, Merck, Subaru, Vanguard, and other big employers as clients.

As customer experience demands evolve at a rapid pace, voice-only BPOs will need to make some big changes in order to stay relevant in the coming years.

Teletech will reportedly purchase the remaining stake in the company by May 2020 but Motif's founders will join the US firm right away.

Fernando Estrazulas, Sykes Country Director in Brazil, explains what the company has been doing to overcome longstanding issues in the country.

Ian Jacobs from Forrester Research tells us about the evolving relationship between man and machine, and the common perceptions of virtual agents.

Peter Ryan outlines the challenges faced by captive contact centers in seasonal demand management, and the opportunity for outsourcers to assist them.

Humberto Andrade from Accenture and Gordon White from The Social Client explain why chatbots have to be part of any serious solution, but are still lacking in adoption rates.

While a few nearshore BPO providers have already nailed their approach to social media customer service, they've faced some difficult hurdles along the way.

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.

Sebastian Menutti explains why contact center outsourcing services in Latin America continue down a difficult path in the region's overall outsourcing ecosystem.