Webinar took place on September 15th | 2PM EDT

Nearshore Differentiation: Constellation Energy Capitalizes on a Premium CX Strategy

Global Telesourcing / Nearshore Americas Webinar

While “Nearshore” typically refers to a region, it is no longer that simple. The growth of nearshore has created customer experience offerings across the quality spectrum: from price-driven commoditized providers intended to reduce costs to premium, natively-staffed solutions designed to compete or replace in-house and domestic operations.

The current US labor challenges have made this conversation more relevant than ever.

Brandon Horton, Executive Director of Mass Markets Sales at Constellation Energy, joined a special Nearshore Americas webinar broadcast to unpack this critical issue. With more 15 years of nearshore experience, Constellation Energy was a pioneer in the region and shared experiences and learnings. Among the topics of discussion:

  • Which path to navigate: In-house vs. premium CX partner vs. standard CX partner
  • Building a healthy and collaborative culture with CX partners
  • Comparing KPI performance among partners and in-house
  • Strategies to maintain alignment and sustain effective communications

This webinar has already taken place, but you can still register below to access the recording.

SPEAKERS

CEO - Global Telesourcing

Bill Colton

Bill Colton is the CEO of Global Telesourcing, a premium provider of customer experience and sales solutions for some of the largest and most recognizable brands in the US. By using native-level English speaking agents who spent their formative years living in the US, their workforce is as bi-cultural as they are bi-lingual. With locations in both Monterrey and Leon, Mexico, they support agents both on-site and working from home.
Executive Director – Mass Markets Sales

Brandon Horton

Brandon Horton is the Executive Director of Sales and Sales Operations for Constellation Energy, the nation’s largest producer of carbon-free energy and the leading competitive retail supplier of power and energy products and services for homes and businesses across the United States. Responsible for both the development and execution of customer strategy, Brandon and his team work closely with their contact center partners to ensure outstanding results and world-class customer experience.
NSAM

Kirk Laughlin

Kirk Laughlin is Managing Director and Founder of the Nearshore Americas – the widely respected media and advisory group which examines the emergence of Latin America as a global leader in technology services and digital innovation. During the last 11 years, Laughlin emerged as one of the foremost thought-leaders on the expansion of tech-based commercial services and investment in the Americas. Kirk and his team are frequently called on for data analysis, market insights and commentary. Nearshore Americas offers client marketing platforms, advisory services, content and lead generation services, custom events, Latin America-focused trade missions and customized research. Earlier, Laughlin was a vice president and Managing Director at Ziff Davis Enterprise, a global media group, based in New York City. He is based in Connecticut.