In the BPO and customer experience world, Account Managers (AMs) are often the glue holding everything together — balancing client...

Let’s be honest — the word “partnership” gets thrown around a lot in the BPO space. We hear it in every intro call, RFP response, and...

Have you ever called a company and felt like a number? Maybe you were dealing with a billing error or trying to fix an issue, and it...

In the BPO industry, metrics matter. Average handle time, conversion rates, CSAT, FCR, and productivity dashboards dominate every shift....

It was 2006 in San Salvador, El Salvador. I was wearing a headset, taking inbound calls for Dell, navigating sales pitches and system...

When we talk about Customer Experience (CX), the spotlight almost always falls on tools, metrics, chatbots, or customer satisfaction...