CRM Trend: Call center outsourcing:

Call center

Trend: Call center outsourcing

While companies that effectively outsource offshore can achieve a great deal of savings, outsourcing is not the only solution, nor is it the best way to improve the return from a call center. Within five to 10 years, call centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience while keeping costs down. Read advice from Donna Fluss on how to make your call center more profitable.

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  • Call center centralization vs. decentralization analytic framework

    08 Oct 2007

    Column -  Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.

  • Contact centers: Goodbye costs, hello profits

    05 Jan 2007

    Column -  Within five to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience while keeping costs down. Read...