News
Call center outsourcing and offshore call center outsourcing
- October 01, 2013
01 Oct'13
Contact center outsourcing trends for 2014 and beyond
Despite controversy, outsourcing isn't going away -- in fact, some say conditions are just right for growth. Watch this brief webcast to learn more.
- April 26, 2012
26 Apr'12
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.
- December 05, 2011
05 Dec'11
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.
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- November 03, 2011
03 Nov'11
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.
- February 17, 2011
17 Feb'11
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.
- September 29, 2009
29 Sep'09
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.
- September 23, 2009
23 Sep'09
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.
- January 06, 2009
06 Jan'09
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.
- July 16, 2008
16 Jul'08
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.
- June 25, 2008
25 Jun'08
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 ...
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- May 15, 2008
15 May'08
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.
- July 31, 2007
31 Jul'07
Outsourced agents keep connected at Coffeecakes.com
Sharing products, feedback and authority with outsourced customer service agents has increased customer satisfaction and reduced turnover for the online retailer.
- June 26, 2007
26 Jun'07
Taco Bell wins with customer service take out
Taco Bell's customer service outsourcer calls its agents customer maniacs and rewards them for taking the customer's point of view.
- October 13, 2006
13 Oct'06
BPO consolidation continues
ClientLogic Corp. is merging with Sitel, creating one customer care outsourcing operation spanning 28 countries.
- October 11, 2006
11 Oct'06
Call centers grappling with data security
Call center security issues are seeing plenty of headlines lately thanks to HP and outsourcing scandals in the U.K. Meanwhile, work-at-home agents are adding a new wrinkle.