By Juan Torres For the past few years, the conversation with US law firms exploring Colombia has centered on whether nearshore legal support actually works. That question has largely been answered. Firms across employment law, healthcare, and financial services have built stable, long-tenured legal support teams in Bogotá, and the model has moved from pilot program to standard practice […]
By Macon Albertson Every year, a US company tries Colombia for the first time, hits a rough quarter, and writes off the whole idea. The story that gets told afterward almost always blames the country. In twenty-five years building staffing organizations across the US, I have rarely seen that hold up. The plan the company walked in with
How to Avoid the First-Time Mistakes That Sink Colombia Hiring Plans Read More »
By Jose De Soto The conversation usually starts the same way. A firm owner or managing partner reaches out, and within the first few minutes they tell me they’ve been trying to fill an accounting role for three, four, sometimes six months. They’ve raised the salary. They’ve widened the job description. They’ve tried recruiters. And they’re still sitting with an open seat. Then they ask me: what are
What I Tell Accounting Firms About Building Teams in Bogotá Read More »
By Jamar Mitchell I spend a lot of time talking with leaders running collections operations across the US. The conversations sound different on the surface: different portfolio types, different creditor relationships, different markets. But the underlying pressure is remarkably consistent right now. Volumes are up. Household debt in the US hit $17.5 trillion in late 2024, and delinquency rates
By Roberto Gonzalez After more than 20 years working across cruise operations, loyalty travel programs, and large-scale global contact centers, I have had the chance to build and oversee a lot of teams. Some found their footing quickly. Others took longer. The difference was rarely about where the team was located. It was about how they were
What It Actually Takes to Build a Remote Customer Service Team for Your OTA Read More »
By Monika Simpson When I stepped into the General Manager of Construction and Engineering role at Cloudstaff, I had a clear sense of what the industry was dealing with. What I did not fully anticipate was how consistent the conversations would be, and how quickly the same theme would surface, regardless of the room, the event, or the audience.
By Beth Woods You already know that outsourcing can save money and unlock talent you can’t easily find locally. That part isn’t up for debate anymore. The real question is how you outsource, because the model you choose will shape everything from day-to-day productivity to long-term scalability. Not all outsourced staffing solutions work the same way, and picking the wrong one can
By Matthew Rutter I have been watching a pattern emerge in nearly every first conversation I have with a business owner considering offshoring. They come in prepared. They have done their research. They have asked ChatGPT, Claude, Gemini, or Microsoft Copilot to outline an offshore staffing strategy, and they have a framework. Cost benchmarks, role profiles, country comparisons, risk factors.
What AI Gets Right, and Wrong, About Building Offshore Teams Read More »
By Lee Wade When Professor Hannah Fry and her team built an AI agent and let it choose its own name, it chose Cass, short for Cassandra, “the one who always knew the truth, even when nobody listened.” “That’s either very funny or very worrying,” Fry noted. I have been watching the rise of autonomous AI agents for some
By Aaron Anaya For four years, the mortgage industry has had a consistent answer to why profitability keeps slipping: interest rates. Rates are why margins compressed. Rates are why consolidation happened. Rates are why solid operators found themselves running hard just to stay even. I understand the argument. I lived through it. Over nearly a decade in this
Your Mortgage Staffing Model Is Costing You Millions Read More »
Insights from CPA Australia’s Leadership & Culture Session By Paul Dove In the days after CPA Australia’s Leadership & Culture session in Brisbane, I kept finding myself in conversations that had started in the room but were clearly not finished. The question that kept coming up was not how to improve performance. It was something more specific,
Capable Teams, Inconsistent Results: What Leaders Are Missing Read More »
By Macon Albertson Ask any business leader in financial services, healthcare, legal, or customer experience what their biggest operational challenge is right now, and a surprising number will point to the same thing: they cannot find enough qualified bilingual Spanish-English professionals in the US. That is not just a perception. According to a survey by the American Council on
Why US Companies Are Looking to Colombia for Bilingual Spanish English Talent Read More »
By Roberto Gonzalez The world of travel and leisure is embracing automation with remarkable energy, and there’s genuine excitement in the air. In 2025, the global generative AI market in travel reached an impressive $1 billion, showcasing how deeply AI has woven itself into our industry’s fabric. Imagine AI-powered booking tools working alongside dynamic pricing engines and virtual staff,
The Future of Travel and Leisure Needs Humans Alongside AI Read More »
By Sally Simmons There is a pattern emerging across healthcare and National Disability Insurance Scheme (NDIS) organisations in Australia. Demand is rising. Experienced people are increasingly hard to find. And in response, many teams do what feels like the obvious move: they hire more people. It makes sense as a first response. But something else is becoming clear across the sector. Headcount alone
How Work Design Is Reshaping Australian Healthcare Capacity Read More »
By Jose De Soto Tax season is over. The dust has settled, the extensions have been filed, and if you’re being honest with yourself right now, you already know the answer to the question no one wants to ask out loud: Was that sustainable? For a lot of firm owners and managing partners I’ve been talking to lately, the answer is no. And
What Tax Season 2026 Revealed About Your Firm’s Capacity Read More »
