Call center outsourcing

NEWS: 1 - 3 of 18

	CRM in the contact center sees little progress SearchCRM.com | 27 May 2008 ARTICLE - A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.

	Indian contact center management practices detailed in report SearchCRM.com | 15 May 2008 ARTICLE - 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.

	Remote agents require special care Peppers & Rogers Group, special to SearchCRM.com | 18 Oct 2007 ARTICLE - Work-at-home agents need different attention and require uniform training and service level agreements that focus on more than numbers.

	VIEW ALL NEWS ON CALL CENTER OUTSOURCING

EXPERT TECHNICAL ADVICE: 1 - 3 of 13

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

	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.

	Optimizing the role of an outsourced call center 24 Oct 2007 EXPERT ANSWER - 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.

	VIEW ALL EXPERT TECHNICAL ADVICE ON CALL CENTER OUTSOURCING

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.

	VIEW ALL REFERENCE & LEARNING ON CALL CENTER OUTSOURCING

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.

	VIEW ALL DOWNLOADS ON CALL CENTER OUTSOURCING

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 ...

	VIEW ALL DEFINITIONS ON CALL CENTER OUTSOURCING

	SEE ALSO - Topics Related to Call center outsourcing:  Hosted call center, Speech technology, Call center manager, Online customer service, Call center agent, Call center software, VoIP call center