Whitepapers
Read our latest whitepapers that include the current industry trends and more.
Pros and Cons: Onshore vs. Offshore vs. Nearshore for Contact Center Outsourcing
When deciding to outsource part or all of your contact center services, one of the first things to consider is where your outsourcing partner will be located. Most commonly, outsourcers are classified as one of the following: Onshore, Offshore, and Nearshore.
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Are You Sure You Know What Your Call Center Costs?
In recent years, the call center has become one of the most integral parts of business operations in the corporate world. This whitepaper will take a close look at the various costs involved in operating a contact center including personnel costs, technology costs, and brick and mortar operational costs.
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Why Mexico?
Download this white paper to understand the shift of moving contact center operations to Mexico. We will discuss the benefits of outsourcing call center functions and more specifically, the benefits of outsourcing these functions to Mexico.
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Understanding the Hispanic Market
Download this white paper for a guide to understanding the Hispanic Market for both marketers and customer service operations. In this white paper, we’ll discuss the growth of the Hispanic market, purchasing power of Hispanics, lifestyle habits of Hispanics, and why marketing in their language matters.
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How Low U.S. Unemployment Rates Affect Contact Centers
Each year, the U.S. unemployment rates affect contact centers across the nation in a profound way. This whitepaper shows the attrition rates in the call center industry, the generational shifts happening in the job market, and the value of bilingual workers in the customer service field.
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