Jens Erik Gould Blog

  Originally published in the Lawyer Herald .  For Jens Erik Gould , founder and CEO of nearshore outsourcing firm Amalga Group, artificial intelligence is making it easier to solve legal intake problems, but technology alone is not enough. The most effective method is to use AI to speed up legal intake while keeping the human aspects of empathy, judgment, and accountability, all of which build trust with clients. There is a clear problem in legal intake: even prospective clients actively seeking legal help may not become clients due to a lack of responses. According to Clio's 2024 secret-shopper study of 500 law firms, only 33% replied to email inquiries and just 40% answered phone calls. Nearly half of the firms were unreachable by phone. Firms are spending on lead generation but losing qualified prospects at the first point of contact. Does AI Actually Improve Legal Intake Conversion? The evidence says yes, but only where AI removes delay rather than replacing judgment. AI...

  Originally published in The Santa Clarita Valley Signal .  When nearshore BPO provider Amalga Group expanded its operations center in Monterrey, Mexico, the company needed to build a workforce that could operate seamlessly across the U.S.–Mexico border, with American leadership and client oversight working directly with teams in Mexico.  Jens Erik Gould, founder and CEO of Amalga Group , knows this challenge firsthand. After years of working across Latin America, including as a journalist in Mexico City, he learned a key lesson: building a company across two countries takes more than aligning operations. Employees must feel like they are part of the same team.  Why Does Nearshore Team Culture Require Deliberate Work?   Amalga Group’s structure makes that challenge concrete. The company has U.S. offices in Dallas and Salt Lake City, and operations in Mexico in Monterrey and Mexico City. Its Mexico-based support functions, including customer experience, legal op...

  Originally published in Global Banking & Finance .  Jens Erik Gould , founder and CEO of nearshore BPO provider Amalga Group, has noticed a growing gap in business process outsourcing. Companies want better results from their providers, but many still use outdated models that focus only on cost and task completion. For years, this approach made sense. Clients assigned specific tasks, while providers were measured on speed, accuracy, and cost. Providers did the work as instructed, without asking if the process could be improved. But now that AI is handling more mundane tasks and clients are expecting more value, Jens Erik Gould says it’s time to reconsider the old way of doing things. The next phase of BPO will depend on providers using their frontline experience to help clients improve their business, not just process tasks faster. What Do Frontline BPO Teams Know That Clients Don’t? They know where the work actually breaks and why it keeps breaking. The shift is already...

  Originally published in LA Examiner .  Jens Erik Gould , founder and CEO of nearshore BPO provider Amalga Group, sees a common challenge for business leaders: defining company values is much easier than bringing them to life. Organizations can invest significant time in crafting values and mission statements, but those ideas mean little if they are not reflected in meaningful employee experiences. For Gould, what matters most is what happens after the values are written down. Values only matter when they shape daily decisions, relationships, and real opportunities for employees to contribute. Instead of focusing on what is posted online, companies should be measured by what employees are actually encouraged to do. For an outsourcing company, the stakes are unusually concrete. Buyers of nearshore BPO services evaluate providers on attrition because every departure means retraining, lost process knowledge, and rework that the client ends up paying for. Culture is not a soft to...