Call center outsourcing and offshore call center outsourcing

• Work-at-home agents part of a shifting tide for West Marine 24 Sep 2009

  News - 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.

• CRM outsourcing attractive in recession 06 Jan 2009

  Article - CRM outsourcing, both customer service and application management, is getting a closer look as companies seek to cut costs amidst the recession.

• Going green with at-home call center agents 05 Aug 2008

  Article - Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.

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• How can a call center offshore outsourcing firm attract new clients?

  Ask the Expert - 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.

• Do outsourced call center agents negatively impact customer trust?

  Ask the Expert - Don Peppers discusses whether or not outsourced call center agents negatively impact customer trust in this expert response.

• Tips for starting a home-based call center

  Ask the Expert - Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents.

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• Call center outsourcing 101: Top 10 buzzwords

  Top Buzzwords - Call center outsourcing is becoming a popular alternative to the on-premise, in-house call center. Organizations looking to cut call center costs, address staffing challenges or shift the focus to other areas of their business frequently consider...

• Call Center Manager Learning Guide

  Learning Guide - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

• Call center outsourcing quiz

  Quiz - This call center outsourcing quiz will test your knowledge of call center outsourcing practices and terms, including technology, metrics and trends.

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• Tying trust to customer values with Don Peppers

  Podcast - 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 organization...

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• off-peak 23 Jul 2007

  Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

• outbound call 23 Jul 2007

  Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

• outbound call center 23 Jul 2007

  Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

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