A Place to Call Home: Finding the Ideal Contact Center Location
By Miguel A. Ramos When my team went scouting for a new customer contact center, we took our checklist of “must have” attributes with us. … Read more
By Miguel A. Ramos When my team went scouting for a new customer contact center, we took our checklist of “must have” attributes with us. … Read more
By Dilip Barot Today, business decision-makers have more choices for outsourcing call center operations. From onshore to offshore to nearshore, there is no shortage of … Read more
By Ahmed Refky Offshore outsourcing is a proven phenomenon that makes business sense in terms of cost and efficiency and is a reality in all … Read more
By Mark Wilson The economic slowdown forced U.S. companies to examine ways to reduce costs, streamline operations, and return to profitability. As a result, many … Read more
By Joe Jacoboni The call center industry has transformed and evolved over the last decade; it has moved away from a focus on customer service … Read more
Survey results revealed during the American Teleservices Association’s Annual Convention and Expo show that U.S. companies that outsource teleservices shifted a substantial portion of their … Read more
By John Sung Kim Within the last couple of years, VoIP (voice over IP) has received a lot of buzz in both the main- stream … Read more
By Peter Lyle DeHaan, PhD It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. … Read more
By Peter Lyle DeHaan, PhD Since you are reading this column, it is highly likely that in some way or manner, you are in the … Read more
By Eric Miller In these rapidly changing outsourcing times, has offshore outsourcing become more than just another alternative? Has the adoption of offshore outsourcing become … Read more