Entries by Federico Castillo

Is your CX good enough for young travelers?

November 11, 2022 in , /by

 The travel industry is going through an exciting transformation and recovery as millennials and Gen Zer’s become the majority of travelers.  According to data by Deloitte and travel perk, Millennials currently make up 41% of travelers, with Gen Z accounting for another 19%.  And this trend is only accelerating. By 2022, millennials will make up 49% […]

Is it important to deliver great CX for the gaming industry? 

November 8, 2022 in /by

For the past few decades, the gaming market has been growing at an exponential rate. Already with a worth of US$197.00bn in 2022.   This trend is expected to continue, and analysts predict that it will become an industry worth $ US$285.00bn by 2027.   The popularity of constant & endless games can partly be attributed to their […]

How is data mining & analysis helping the healthcare industry? 

October 31, 2022 in /by

Let’s start by saying that data mining is a technique through which useful information and knowledge can be obtained from a large amount of data.   It helps obtain valuable insights into your business, customers, or other areas by analyzing structured and unstructured sources of information.  This method, applied in the healthcare industry, can give accurate […]

The importance of promoting well-being in your organization 

October 24, 2022 in , /by

We all (or should) have as a main objective, develop a work culture that encourages the general well-being of employees.  The employee will always be the basis of production, and production is what will give the company results and, indeed, a return on investment if the conditions in which they find themselves are appropriate.  So, it […]

A look into the BPO & nearshore industry in times of global financial concern 

October 14, 2022 in /by

I’ve searched studies for various analysis and predictions regarding local and international events, what we are going through and how it has affected our reality.  Of all that is mentioned, I can agree that the economic area is the most affected, both for individuals and entities.  The recent changes and behavior of the markets have […]

Must have skills & qualities for any contact center agent 

October 11, 2022 in , , /by

I remember the days when I was working as a call center agent for a technical support campaign.  It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience.  Ensuring those skills with the capacity to create a positive impact […]

5 Best Practices For Onboarding A New Client

October 4, 2022 in , /by

The introduction to the client and the onboarding process is fundamental since it establishes trust and proper management for a lasting partnership.  Putting it another way, it is the first official “hello” that will determine the impression of both parties that are about to work together.  It is also the moment when the process must […]

Nearshore BPO and its key role in digital tools

September 27, 2022 in /by

It is safe to say that the BPO industry maintains a constant growth, it is even a topic of discussion that I have read and heard in various recent opinion articles, videos, and radio programs.   Reasons such as the pandemic and supply chain failures have motivated various companies to nearshore because of its proximity […]

3 Ways companies can give back to communities

September 14, 2022 in /by

Social responsibility and community support activities are matters of great importance that companies have applied in various campaigns.   With generations of individuals and entities increasingly aware of the different foundations and causes, dissemination and support are presented at a faster pace.   In the awakening of the crises that have arisen in recent years, the BBB […]

BPO in South Africa keeps thriving, here is how. 

September 5, 2022 in /by

BPO in South Africa has registered constant investments for different industries since 2018.   And the numbers continue going up, being recognized as one of the most attractive destinations to outsource different services, according to studies by consulting firms such as McKinsey and Ryan Strategic Advisory.   What is the reason for this, and why is it […]

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