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May 2005 Volume 13, Number 4 By John Bartholomew The US presidential election brought offshore outsourcing to the forefront. While offshoring is one option, more common is onshore and near-shore outsourcing.
To Outsource or Not to Outsource By William McKinney, Theresa Enebo, and Michael Ringman There are benefits to outsourcing your call center; there are also some crucial considerations. Doing it right is key.
Are You Ready for Outsourcing? By Amelia LaRoche Outsourcing won't fix inherent problems in your operation, but it can help if you're short staffed or need to quickly improve quality.
A compilation of on-shore, near shore, and offshore outsourcing options.
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Legislators Weigh In on In-Bound By Joseph Sanscrainte In 2004, legislators in 19 states introduced 27 bills addressing inbound calling. If passed, they will have wide-ranging ramifications.
By Basil Bennett Home-based agents are an alternative to offshore outsourcing, boasting a 30% cost savings, while maintaining control and a high expectation of quality.
By Scott Miles and Sharon Bohm A bad interaction with a call center agent can ruin a business relationship. With quality and cost-containment pressures in conflict, the advantages of outsourcing call monitoring looms large.
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Case Study: On Net Communications By Drew Robb On Net Communications, weary of management via spreadsheet; workforce management solved that.
Reported by Kelli Harrigan
Reported by John Volmars
By Nancy Friedman, Telephone Doctor Can "Have a nice day," be said too often? When on the phone, be sure to say it with conviction and a smile in your voice.
Whitepapers: · An Outsourcing Model on Steroids, presented by Opportunity Inc. · Customer Driven Training, presented by Customer Relationship Metrics · Offshore Versus Onshore Outsourcing, presented by 24/7 Customer News · Advertiser list · Home
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