News and Insights to Transform Your Customer Support

Offshoring and nearshoring can deliver cost savings—but how do they affect the customer experience? This blog explores the real effects of offshoring and nearshoring on customer relationships, the challenges and opportunities it presents, and why more businesses are re-evaluating their approach to deliver exceptional customer experiences.

Many contact centers face significant challenges, such as high employee turnover, inconsistent performance, and recruiting difficulties. One overlooked but critical contributor?

Location.

The physical location of a contact center has a profound impact on talent access, workforce stability, and overall operational outcomes.

Outsourcing back-office customer support can be a game-changer for companies looking to boost efficiency, cut costs, and enhance service quality. The disconnect—commonly referred to as the "Go-Live Gap"—can undermine the success of even the most promising outsourcing partnerships.

Success comes from building a partnership rooted in long-term engagement, proactive support, and continuous alignment. Clear communication, regular performance monitoring, and a commitment to your goals are essential to bridging the Go-Live Gap and ensuring a high-performing collaboration.