Call center outsourcing and offshore call center outsourcing News
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
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.
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Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them. Continue Reading
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
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With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
The virtual contact center has become increasingly compelling. Why? Continue Reading
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Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools. Continue Reading
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Outsourcing operations to overseas contact centers, once a popular practice, is receiving pushback from customers and companies alike. Continue Reading
It's difficult for call center outsourcing firms to differentiate themselves from their competitors. Donna Fluss gives tips for call center outsourcers looking to attract new business in this expert tip. Continue Reading
Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents. Continue Reading