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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.   |
CRM
April 10, 2015
Leonard Klie |
AT&T Breach Puts a Spotlight on Contact Center Fraud Outsourced contact centers implicated in cell phone scheme involving data for 280,000 customers. |
CRM
November 25, 2003
David Myron |
BPO: Northern Exposure According to a Datamonitor research report, U.S. call centers are packing up and moving north. |
CRM
February 2012
Leonard Klie |
Congress Moves to Cut Off Off-Shoring Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds. |
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
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
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
BusinessWeek
January 23, 2006
Michelle Conlin |
Call Centers In The Rec Room "Homeshoring" takes off as moms and others provide an alternative to offshoring. |
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
December 9, 2011
Leonard Klie |
Congress Moves to Cut Off Off-Shoring Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds. |
CRM
November 2015
Leonard Klie |
Contact Center Outsourcing's Rising Costs Calls to overseas contact centers take much more time |
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
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
CRM
May 2011
Leonard Klie |
Socially Challenged CRM outsourcers still grapple with social media strategies. |
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. |
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. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CIO
September 9, 2010
Michael Overly et al. |
Offshoring: Ways to Reduce Your Risks When Congress, States Threaten Restrictions Proposed bills in Congress and in state legislatures aim to discourage offshoring, but you can use your contracts to reduce the risk to your company if such measures are enacted. |
CRM
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
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. |
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
June 2006
Coreen Bailor |
7 Strategies for Partnering With Outsourcers Overlooking these simple outsource partnership practices may scrap any hope of delivering a seamless customer service experience. |
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? |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
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
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
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
InternetNews
April 14, 2010 |
Microsoft Hires Single Firm to Manage its IT Infosys has been providing IT outsourcing almost as long as Microsoft has been around, and now it's taking over the management of many of the software giant's IT functions around the world. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
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
May 1, 2008
David Myron |
Recognizing the Wind of Change Mobile marketing, outsourcing, and services-oriented architecture are areas that are experiencing -- or are on the verge of experiencing -- extraordinary shifts in their respective markets. |
| Knowledge@Wharton |
Telephone Call Centers: The Factory Floors of the 21st Century For most of the past century, the factory floor offered a path upward for Americans short on education. Now many low and semi-skilled workers must turn to a 21st century replacement: the telephone call center... |
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
August 1, 2009
Christopher Musico |
Serving Up Service Strategies Delivering quality customer service means making quality shots. |
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
June 1, 2004
Chris Selland |
Offshore Versus Onshore Contact Centers As long as the service is good, does the customer really care? |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
March 2011
Leonard Klie |
Egyptian Unrest Puts Call Centers To the Test Companies scramble to relocate outsourced operations in the wake of violent political protests |
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
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
CRM
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
Bank Technology News
March 2007
Edmund V. Tribue |
Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
January 1, 2007
Pawan Verma |
Offshore Call Center Activities By understanding the external and internal risks and by putting in place plans to manage or avoid these risks, companies can successfully offshore call center activities and meet corporate objectives. |
CRM
September 1, 2007
Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. |
