Call center outsourcing and offshore call center outsourcing

NEWS: 1 - 3 of 21

	CRM outsourcing attractive in recession SearchCRM.com | 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 SearchCRM.com | 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.

	Convergys adds to relationship management with Intervoice acquisition SearchCRM.com | 16 Jul 2008 ARTICLE - Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 14

CALL CENTER OUTSOURCING AND OFFSHORE CALL CENTER OUTSOURCING EXPERTS
			Lori Bocklund President, Strategic Contact, Inc. ASK A QUESTION

	How can a call center offshore outsourcing firm attract new clients? 09 Jul 2008 EXPERT ANSWER - 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? 19 Jun 2008 EXPERT ANSWER - 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 05 Mar 2008 EXPERT ANSWER - Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents.

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REFERENCE & LEARNING: 1 - 3 of 7

	Call center outsourcing 101: Top 10 buzzwords Amanda Malgeri, Assistant Editor | 01 Jun 2008 TOP BUZZWORDS - These 10 terms will give you a clear understanding of the fundamentals of call center outsourcing.

	Call Center Manager Learning Guide SearchCRM.com editorial staff | 04 May 2007 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 31 Oct 2006 QUIZ - This call center outsourcing quiz will test you on call center outsourcing practices and terms.

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DOWNLOADS: 1 - 1 of 1

	Tying trust to customer values with Don Peppers Published by: SearchCRM.com | 25 Jun 2008 PODCAST - In this podcast, you'll hear from Don Peppers on tying trust to customer values and building customer trust online, in person, and through an outsourced call center.

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DEFINITIONS: 1 - 3 of 6

	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. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...

	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. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...

	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. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as ...

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	SEE ALSO - Topics Related to Call center outsourcing and offshore call center outsourcing:  On-demand call center, Call center speech technology, Online customer service, Call center software, Call center VoIP software, Call center manager, Call center agent