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Call center outsourcing and offshore call center outsourcing News
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.
Call center outsourcing and offshore call center outsourcing Get Started
Bring yourself up to speed with our introductory content
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
An extranet extends a company's intranet on a network so that outside parties can use it. Continue Reading
Business process outsourcing (BPO) might be used by a call center to contract some business tasks to a service provider for cost savings. Continue Reading
Evaluate Call center outsourcing and offshore call center outsourcing Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Compared with on-premises models, hosted contact centers don't harm or enhance customer experience. Continue Reading
Is your organization considering outsourcing CRM? Alan Earls discusses the pros and cons of contact center outsourcing. Continue Reading
Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst. Continue Reading
Manage Call center outsourcing and offshore call center outsourcing
Learn to apply best practices and optimize your operations.
Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service? Continue Reading
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. Continue Reading
Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million. Continue Reading
Problem Solve Call center outsourcing and offshore call center outsourcing Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
Lori Bocklund offers advice on how streamline call center operations to ensure a single customer experience for the end user in this expert tip. Continue Reading