Call center outsourcing and offshore call center outsourcing
- October 01, 2013
Despite controversy, outsourcing isn't going away -- in fact, some say conditions are just right for growth. Watch this brief webcast to learn more.
- April 26, 2012
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
- December 05, 2011
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
- November 03, 2011
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.
- February 17, 2011
The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels.
- September 29, 2009
Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found.
- September 23, 2009
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches.
- January 06, 2009
CRM outsourcing, both customer service and application management, is getting a closer look as companies seek to cut costs amidst the recession.
- July 16, 2008
Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million.
- June 25, 2008
In this podcast, you'll hear from Don Peppers on tying trust to customer values. He answers questions from readers on building customer trust online, in person, and through an outsourced call center. He also identifies two rules that every ...
- May 15, 2008
Best practices for India-based contact centers include creating a clear career path, treating managers as coaches, and keeping agents connected to the corporate office.
- July 31, 2007
Sharing products, feedback and authority with outsourced customer service agents has increased customer satisfaction and reduced turnover for the online retailer.
- June 26, 2007
Taco Bell's customer service outsourcer calls its agents customer maniacs and rewards them for taking the customer's point of view.
- October 13, 2006
ClientLogic Corp. is merging with Sitel, creating one customer care outsourcing operation spanning 28 countries.
- October 11, 2006
Call center security issues are seeing plenty of headlines lately thanks to HP and outsourcing scandals in the U.K. Meanwhile, work-at-home agents are adding a new wrinkle.