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Trend: Call center outsourcing


While companies that effectively outsource call centers 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 callcenter. Within five to 10 years, call centers will become one of the most important revenue generating departments in most enterprises. Read advice from Donna Fluss on how to make your call center more profitable.


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Contact centers: Goodbye costs, hello profits
SearchCRM.com | 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...

Call center centralization vs. decentralization analytic framework
SearchCRM.com | 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.


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