Email Alerts
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House bill aims to restrict call center outsourcing
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness. News | 26 Apr 2012
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Column: RightNow key to Oracle’s customer experience management plans
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry. News | 03 Nov 2011
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Game maker’s social media customer service strategy taps self-service, marketing
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. News | 17 Feb 2011
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What if Schumer's call center outsourcing tax becomes law?
Senator Charles Schumer is proposing legislation to tax call centers outsourced offshore. What might it mean for the industry? Blog | 02 Jun 2010
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Contact center benchmarking study finds emphasis on profits, processes
Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found. News | 29 Sep 2009
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Work-at-home agents part of a shifting tide for West Marine
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. Article | 23 Sep 2009
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CRM outsourcing attractive in recession
CRM outsourcing, both customer service and application management, is getting a closer look as companies seek to cut costs amidst the recession. Article | 06 Jan 2009
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Convergys adds to relationship management with Intervoice acquisition
Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million. Article | 16 Jul 2008
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Indian contact center management practices detailed in report
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. Article | 15 May 2008