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Contact center outsourcing should offer social support, analyst says
Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst. Feature
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Call center outsourcing 101: Top 10 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 out... Top Buzzwords
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Call center outsourcing quiz
This call center outsourcing quiz will test your knowledge of call center outsourcing practices and terms, including technology, metrics and trends. Quiz
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2. A core competency is a business' specific strength in the marketplace
A core competency is a business' specific marketplace strength. Quiz Answer
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8. An intranet can be extended to outside parties with this network
An extranet extends a company's intranet on a network so that outside parties can use it. Quiz Answer
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9. Calculation that can help create a realistic projection of the actual cost for a purchase
The total cost of ownership (TCO) is a calculation that helps predict the actual cost of a purchase. Quiz Answer
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7. An outsourcing company that provides storage space and related management duties
A storage service provider is an outsourcer that provides storage space and other management duties. Quiz Answer
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3. Contracting specific business tasks to a service provider
Business process outsourcing (BPO) might be used by a call center to contract some business tasks to a service provider for cost savings. Quiz Answer
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10. Definition of application service provider
An application service provider (ASP) offers applications that do not need to be located on a business' own computers. Quiz Answer
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Call center outsourcing face-off
Outsourcing has long been a heated debate for call center and CRM professionals. Get in on the debate with call center experts Lori Bocklund of Strategic Contact and Richard Snow of Ventana Research in this face-off on call center outsourcing. Face-off
- See more Essential Knowledge on Call center outsourcing and offshore call center outsourcing
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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
- See more News on Call center outsourcing and offshore call center outsourcing
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Get the most out of trade shows
Although it may be hard to persuade your boss to let you go to a conference, some preliminary planning can help you argue your case. Tip
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Picking the right recruiter
Be picky -- it's your future Tip
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Navigating the maze of security certifications: Which is right for you?
A security certification could help you move ahead in the IT job market. The question is, which one is right for you? Tip
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Linking field sales with telesales
Clicklogistics has a field sales force and a centralized telesales group and wanted to put both groups onto one system ... Tip
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Read, read, read!
Tip
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How can a call center offshore outsourcing firm attract new clients?
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. Ask the Expert
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Do outsourced call center agents negatively impact customer trust?
Don Peppers discusses whether or not outsourced call center agents negatively impact customer trust in this expert response. Ask the Expert
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Tips for starting a home-based call center
Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents. Ask the Expert
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Optimizing the role of an outsourced call center
Experts Don Peppers and Martha Rogers answer a question about the role of the outsourced call center and how it can help build customer equity. Ask the Expert
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Standardizing customer service with many call center outsourcing partners
Lori Bocklund offers advice on how streamline call center operations to ensure a single customer experience for the end user in this expert tip. Ask the Expert
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Calculating cost per call to evaluate outsourcers for outbound calls
If you're looking at outsourcing, there are a number of ways to calculate and pay for resources, according to Lori Bocklund. She talks about some of the common call center models in this expert tip. Ask the Expert
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Outsourcing with the right call center partner
Looking for tips to repair a difficult outsourcing relationship or how to select a call center outsourcer? Read advice from call center expert Donna Fluss in this expert tip. Ask the Expert
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Where should I outsource my call center? Offshore?
Evaluate offshore outsourcing in this expert tip from Lori Bocklund. Lori outlines key criteria to consider when making an outsourcing decision. Ask the Expert
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What to look for in a call center outsourcing partner
Ask the Expert
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A new acronym for the call center: Total Cost of Outsourcing (TCO)
Ask the Expert
- See more Expert Advice on Call center outsourcing and offshore call center outsourcing
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Tying trust to customer values with Don Peppers
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 organizati... Podcast
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Contact center outsourcing should offer social support, analyst says
Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst. Feature
-
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
-
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
-
Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
-
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
-
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
-
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
-
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
-
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
-
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
- See more All on Call center outsourcing and offshore call center outsourcing
About Call center outsourcing and offshore call center outsourcing
Call center outsourcing and offshore outsourcing spark a heated debate amongst call center professionals. Browse the latest call center outsourcing news, expert advice and learning tools to help determine if outsourcing is right for your call center. Learn how to manage agents, optimize the role of an outsourced call center and streamline operations. Find out how to build a business case for outsourcing the call center and test your knowledge on best practices and common problems with the call center outsourcing quiz. Get expert advice on selecting a partner and creating a service-level agreement (SLA) for an outsourcing contract. Learn how to perform a total cost of outsourcing (TCO) analysis and evaluate offshore call center options.