Category: Industry Insights

What makes a business process outsourcing (BPO) location truly successful, especially in nearshoring CX operations? Technology matters. Infrastructure matters. But according to Christopher Boucher, Director of Operations at Support Services Group (SSG) Jamaica, the real differentiator is people. “Support Services...

Customer experience is now one of the most measurable contributors to business growth, and yet far too many agent training programs still focus on rote scripts and generic onboarding. At SSG, smart agent training is designed for real-world execution, where...