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CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Outsourcing Information Services Group recently reported that 77 percent of contact center operations are still being performed in-house, but outsourcing of those services has been gaining momentum.   |
CRM
April 2008
David Jastrow |
The 2008 CRM Service Awards: Outsourcing Customer service outsourcing comes down to comfort; West retains the crown. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 2 Agent-Facing Universal Desktop: PeopleSoft... SAP... Siebel Systems... Outsourcing Services: Convergys... EDS... TeleTech... etc. |
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. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
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
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
July 11, 2014
Zimm Zimmerman |
Teleperformance to Acquire Aegis USA Teleperformance's acquisition of Aegis USA strengthens its presence in the U.S., Costa Rica, and the Philippines, and in certain key verticals. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
CRM
August 1, 2003
David Myron |
Talk Is Cheap Some industry experts are now suggesting that companies bring customer support back to the telephone. |
CRM
April 17, 2012 |
Social Media Is Impacting Today's Contact Centers Frost & Sullivan research finds that most firms are still struggling with how to contact customers via this medium. |
