Profile cover photo
Profile photo
Stephen Ferber
122 followers -
Founder and Managing Partner at Golden Gate BPO Solutions
Founder and Managing Partner at Golden Gate BPO Solutions

122 followers
About
Posts

Post has attachment
Smith & Wesson, known as American Outdoor Brands Corporation (AOBC: NASDAQ) stock, dropped over 20% and lost $100,000,000 in market cap today after announcing firearms sales are down over 30%.
Add a comment...

Post has shared content
There are many benefits and positive contributions that contact centers provide to their communities. I could not be prouder that our investments have such a valuable impact within these local areas.
#contactcenter #outsourcing #bpo
Contact centers can do so much more than help a business grow – they also have an immense positive social impact on the communities they operate from. We explore many of these local benefits a contact center can provide to a community in our latest original blog post.
#contactcenter #outsourcing #bpo

Don’t Ignore the Social Benefits Contact Centers Provide Communities http://bit.ly/2y3ajZ6
Add a comment...

Post has shared content
I am often asked my opinion on this topic. There are a few key points in determining the right outsourcing partner for any organization – it’s not only about how big or small they are. It’s about how well they align with the company’s needs and internal culture.
How do you know what sized outsource provider is best for your business? While there is no wrong answer to this question, there are several ways to determine the right partner to align with your enterprise. In our latest original blog post, we help navigate those points.
#outsourcing #contactcenter #bpo

Picking the Right Size BPO Provider Need Not Be Difficult http://bit.ly/2gn8TWJ
Add a comment...

Post has shared content
In today’s environment, social media is a must for contact centers to adequately support consumers. But it’s not as easy as simply replying to a comment or tweet – it’s a massive task for contact centers to use social media as a customer service channel in the right way.
Today’s consumers expect to be supported across all social channels, and contact centers must stay on top of social media's evolving dynamic as a customer service channel to remain relevant. In our latest original article, we explore how contact centers should approach social media to best support customers.
#contactcenter #socialmedia #customerservice #customerexperience

Social Media Customer Experience Means Having Diverse Capabilities http://bit.ly/2yEJ2RL
Add a comment...

Post has shared content
While contact centers must adapt to new communication channels that today’s consumers prefer, voice still plays a vital role in creating positive customer experiences and should not be overlooked.
#contactcenter #voice #outsourcing #bpo
"The ability to deliver a strong voice interaction is a must for enterprises across verticals." No matter the product or service, how an agent addresses the caller’s concerns over the telephone can make or break a relationship. Read more in our latest original article on why voice still plays such a vital role in the contact center.
#contactcenter #callcenter #customerservice #customerexperience #customerloyalty #bpo

Voice Still Counts in the Contact Center
http://bit.ly/2wtP6aY
Add a comment...

Post has shared content
In my experience, India has proven itself to be a multifaceted outsourcing delivery point over the years. There's no doubt it will continue to be an ideal location option for years to come.
#contactcenter #outsourcing #bpo #india #indiaoutsourcing
The most attractive BPO locations have longevity because they deliver a high-value, quality customer experience in a stable atmosphere. In our latest blog post, we explore why India remains among the best places in the world to establish a contact center outsourcing presence.
#contactcenter #bpo #outsourcing #india

Time for a Reality Check on Indian BPO
http://bit.ly/2htLmDP
Add a comment...

Post has attachment
We were very fortunate to have Ted Leonsis​ visit with us at the Robert H. Smith School of Business, University of Maryland​ last week. Outstanding and inspirational person! Check out some of his life lessons, including how his attention to detail when mowing lawns at 16-years old turned into a College Degree at Georgetown University, for starters. “Sometimes little things done the right way have this enormous unintended positive consequence” - Ted Leonsis. #FearTheTutle #FearlessIdeas
Add a comment...

Post has shared content
In my experience, there are several consideration points that fly under the radar when assessing offshore or nearshore location options. Here is some insight into what those points are, and why they should be considered in the decision making process.
Making a poor choice around an offshore location can be expensive, time-consuming and frustrating. In our latest blog post we share some pointers to choosing wisely when picking a nearshore or offshore destination.
#outsourcing #nearshore #offshore #contactcenter #bpo

Some Commonly Overlooked Things to Consider When Choosing an Offshore Location http://bit.ly/2x8WLPm
Add a comment...

Post has shared content
Getting excited for the 2017 PACE Washington Summit in one of my favorite cities - I look forward to seeing all of my contact center friends & colleagues in DC!
We look forward to seeing our contact center friends and colleagues at the 2017 PACE Washington Summit. It’s one of our most important industry events of the year – it's going to be a great conference!

Learn more about the 2017 PACE Washington summit here: http://bit.ly/2y3FEv6
Photo
Add a comment...

Post has shared content
For automation to be executed correctly in contact centers, the technology must be paired with human contact - not replace it - to enhance the customer experience.
To ensure automation remains viable in the contact center, it must be customer experience focused rather than just “cool” technology. In our latest blog post, we explore the best ways for contact centers to approach automation.
#contactcenter #automation #customerexperience #outsourcing #bpo

Read our full post here: Automation in the Contact Center is a Reality http://bit.ly/2wXjk7b
Add a comment...
Wait while more posts are being loaded