Podcasts

This episode defines BPO back office and contrasts front office versus back office BPO, outlining core back-office services such as accounts payable, accounts receivable, payroll administration, human resources administration, and document and data management. It reviews the technology that drives modern back-office operations — Robotic Process Automation, Artificial Intelligence, machine learning, and cloud-based infrastructure —…

Customer Care Outsourcing Services: A 2026 Guide is a concise 3–5 minute overview for business leaders. Hosts Jan Santafede and Felipe Escobar discuss the strategic value of customer care outsourcing in 2026, including access to global talent, omnichannel delivery, conversational AI, and AI-enabled workforce optimization. The episode covers how to evaluate partners, geographic strategies (near-shore…

Inbound Call and Outbound Call: Complete Guide 2026 offers a concise 3–5 minute breakdown from Focus Services that clarifies inbound and outbound call center operations, core functions, and the technologies that support them. The episode highlights key performance metrics (average handle time, first call resolution, CSAT), contrasts agent skills and tech stacks (ACD vs predictive…

This episode explores how partnering with a customer care company drives cost efficiency, AI-enabled service delivery, workforce optimization, and multi-location delivery to scale support operations and improve customer outcomes. We discuss practical selection criteria, key performance indicators, and technology integration — including AI, workforce optimization, and multi-location strategies — to help organizations evaluate and implement…

This episode of the Call Center Outsourcing Podcast, “Call Center Near Me: How to Find the Right Partner in 2026,” guides buyers through rethinking what “call center near me” means today — emphasizing capability, cloud performance, security, and scalability for customer care, technical support, and sales outsourcing. Hosts Jan Santafede and Felipe Escobar walk through…

In this episode, Jan Santafede and Felipe Escobar outline best practices for call center training in 2026, covering structured onboarding, the learning journey, core agent competencies, blended delivery methods including microlearning, and approaches to measure training outcomes. They also discuss advanced, technology-enabled options such as AI-powered learning platforms and virtual reality training, global outsourcing considerations,…

Inbound and outbound calls remain at the core of customer communication strategies, but in 2026, success depends on far more than simply answering or making calls. Organizations must balance customer experience, workforce efficiency, compliance requirements, and technology investments while integrating voice interactions into broader omnichannel strategies. Understanding the differences between inbound and outbound operations—and how…

Customer care and customer service are often used interchangeably, but they serve different purposes within the customer experience journey. In 2026, organizations that excel at both are better positioned to improve retention, increase customer lifetime value, strengthen brand loyalty, and create sustainable competitive advantages. While customer service focuses on resolving issues efficiently, customer care emphasizes…