INSIGHTS
Operational knowledge from 35+ years in the Argentine BPO sector.
Showing 1–7 of 7 articles
May 12, 2026 · 7 min read
Manual call monitoring covers 1–2% of calls. Speech analytics covers 100%, in real time. Here is how customer experience management changes when data stops being a sample.
Apr 28, 2026 · 6 min read
Collections contact is often the highest-tension moment in a customer relationship. How it is handled determines whether that customer pays, stays, or is lost permanently.
Apr 10, 2026 · 5 min read
Customer experience programs fail when they live only in one department. Real CX is built in every call, and that depends on how the operational team understands their role.
Apr 6, 2026 · 3 min read
Facing the rise in delinquency rates in buildings and gated communities in Mar del Plata, GSA BPO promotes a preventive management approach based on human communication and smart technology. Through Expensa360, the company aims to improve collections and community coexistence with personalized reminders, 24/7 support, and tailored solutions, helping prevent conflicts and strengthen relationships with residents.
Mar 28, 2026 · 6 min read
Having WhatsApp, email and phone is not omnichannel. It is disconnected multichannel. The difference between the two defines whether the customer has to explain their problem once or five times.
Mar 10, 2026 · 5 min read
Overstaffing wastes budget. Understaffing destroys customer experience. WFM is not a spreadsheet: it is the single largest productivity lever a contact center has.
Feb 18, 2026 · 7 min read
Chatbots promised to replace agents. They did not. But AI is transforming the contact center — just in different places than expected.
