Greenfield a Viable Strategy for US BPO Market Entry
As more outsourcers seek entry into the US CX space, there is growing uncertainty about how to do so. With consumer activity picking back up, enterprises across the vertical spectrum are desperate for partners to help drive end-user loyalty. However, players coming into the US from abroad are finding that an increasingly attractive way to […]
Front-Office BPO Consolidation Leaves Little Margin for Buying Errors
Francis Ford Coppola’s epic film The Godfather is a trove of great scenes, and one is especially applicable in the current consolidation-driven contact center services market. As Michael Corleone and Peter Clemenza discussed, there’s a shakeout among families every five to ten years. To draw a loose parallel between cinema and reality, in front office […]
Merchants’ Acquisition Highlights the Value of Canadian BPO
There’s never a dull moment in the world of front-office outsourcing. This week highlighted the fact that acquisition activity is ongoing, with the announcement that Merchants has purchased Toronto-based Millenium 1 Solutions. Going forward, the combined entity will be known as The Merchants Group. Most notably, this move helps the South African outsourcing powerhouse expands […]