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January 2007
Coreen Bailor |
Home Bodies Cut contact center operating costs, reduce churn rates, and up flexibility -- a serious look at the at-home agent model.   |
CRM
September 2012
Leonard Klie |
Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents... |
CRM
May 2008
Christopher Musico |
And They're Off! Offshore, that is -- and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
Salon.com
May 31, 2001
Katharine Mieszkowski |
The revolt of the wage slaves It's better to take out your own trash than to spend a life working for the Man, says former Al Gore speechwriter Daniel Pink... |
CRM
May 2014
Leonard Klie |
The New Roles of Customer Service Outsourcers Labor rates are no longer the main concern as companies consider outsourcing their contact centers. |
BusinessWeek
March 5, 2007
Jena McGregor |
Customer Service Champs A first-ever ranking of 25 client-pleasing brands included JetBlue, until it got stuck on the runway. |
CFO
October 1, 2009
Josh Hyatt |
The New Calculus of Offshoring For years the offshoring boom was driven by one factor: savings. Today the decision is much more complicated. |
CFO
June 1, 2004
Durfee & O'Sullivan |
Offshoring by the Numbers Results of our survey of 275 finance executives at a broad range of companies. |
CRM
February 2003
Ramin Ganeshram |
Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business? |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
February 1, 2006
Phillip Britt |
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. |
CRM
November 2014
Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
The Motley Fool
April 7, 2004
Selena Maranjian |
Tough Times for Real Estate Agents The housing market is still booming, but all isn't rosy for agents. |
CFO
March 1, 2008
Kate O'Sullivan |
Offshoring Spreads Its Wings From East Asia to Eastern Europe, offshore outsourcing is taking off. |
National Real Estate Investor
November 1, 2004
Fred B. Sheats |
The Pros and Cons of Offshoring Many businesses tout offshoring as the logical approach to global competition. However, there are numerous hidden costs and cultural and political problems. |
CRM
June 1, 2004
Chris Selland |
Offshore Versus Onshore Contact Centers As long as the service is good, does the customer really care? |
Bank Technology News
May 2004
Holly Sraeel |
Risky, Rewarding And Very Politically Charged For most Americans, the issue during this presidential run is the economy, and--like it or not--offshoring, though not new among financial firms, figures into this in the minds of many voters. |
BusinessWeek
April 10, 2006
Pete Engardio |
Making Bangalore Sound Like Boston Overseas call centers turn to e-mail and chat to handle frustrated U.S. customers. |
CRM
August 1, 2009
Christopher Musico |
Serving Up Service Strategies Delivering quality customer service means making quality shots. |
Job Journal
September 3, 2006
Rich Heintz |
A Labor Day Look at Causes for Concern It's no surprise that the rising cost of healthcare is hitting the pocketbooks of American workers hard. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Rising Stars - LiveOps (The Home Team) LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents. |
Fast Company
April 2004
Jennifer Reingold |
Into Thin Air Maybe offshoring is good for the economy in the long run. Maybe it will boost productivity and save companies. But it's causing real pain to real people, and they never thought it would happen to them. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
Global Services
November 29, 2007 |
The Future of Tech Jobs By 2010, companies will be outsourcing, insourcing and multisourcing. Globalization, technology and the increased utilization of just-in-time operational platforms are just a few of the contributing factors in the loss of job security. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
BusinessWeek
December 6, 2004
Laura D'Andrea Tyson |
Offshoring: The Pros And Cons For Europe Faced with stiff American competition, more European companies, especially British ones, are starting to offshore services. Wage insurance for workers displaced by offshoring can help ease the transition. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
InternetNews
March 26, 2004
Sharon Gaudin |
Gartner: 1/4 of U.S. IT Jobs Offshored by 2010 Six years from now, one quarter of traditional U.S. IT jobs will be done offshore, in countries like India and China, according to new predictions from researchers at one of the top industry analyst firms. |
