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Global Services
November 29, 2007 |
The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology.   |
Global Services
August 27, 2007
Imrana Khan |
BPO is a Career in the Philippines BPO workers in the Philippines are less likely to leave their jobs than their counterparts in India or China. This is one of the several reasons for the growth in the industry there. |
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
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? |
BusinessWeek
December 2, 2010
Mehul Srivastava |
Philippine Call Centers Overtake India Its young workforce, well trained in English, is luring call center operations from Bangalore and Guragon. |
Global Services
October 25, 2007
Adyasha Sinha |
Early Warning on Attrition Offshore BPO and contact-center companies struggling to fight the attrition epidemic are coming to rely more and more on early warning systems that track employee behavior to predict their likelihood of leaving the company |
U.S. Banker
January 2008
Figgat et al. |
Making Contact Centers Profitable Forty percent of contact centers today are revenue drivers -- up from zero just ten years ago. What are these institutions doing differently from those that seem stuck in the cost-center model? And what can the latter do to improve? |
Global Services
January 31, 2008
Namita Goel |
Best Performing Contact Centers--2008 Winner Sitel Contact-center Sitel keeps vibrant with new growth initiatives. |
Global Services
June 27, 2007
Adyasha Sinha |
Offshoring to Johannesburg A reliable infrastructure and dedicated BPO support institutions ensure a sustainable industry development strategy backed by a coherent, comprehensive and complementary economic development plan for Joburg's business process outsourcing. |
CRM
August 3, 2012
Leonard Klie |
HP Launches A CRM Consulting Service HP Transformation Services-Customer Engagement Management is designed to help improve operational efficiency in the contact center. |
The Motley Fool
July 7, 2005
Tom Taulli |
Last Call for Aspect Faced with stiff competition, the call-center company goes private. Aspect shareholders are lucky they didn't see the stock fall yet again. Aspect's flight into private ownership is further evidence that, for now, the contact-center industry is not a growth story. |
PHONE+
December 29, 2009 |
Avaya Lists 10 Communications Trends for 2010 In the past decade, a sea change has taken place in how voice and data communications are structured, delivered and used by businesses. |
