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 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
An extranet extends a company's intranet on a network so that outside parties can use it. Continue Reading
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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
Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings? Continue Reading
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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
Contact centers focused heavily on key performance indicators may improve only short-term results, an expert cautions. Find out how a knowledge management system can help. Continue Reading
Outsourcing operations to overseas contact centers, once a popular practice, is receiving pushback from customers and companies alike. Continue Reading
Problem Solve Call center outsourcing and offshore call center outsourcing Issues
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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