Contact Center Outsourcing

February 2, 2016 Now that the deadline for this year’s enrollment in the Affordable Care Act—more commonly known as “Obamacare”—has passed, healthcare companies across the country can expect a flood of calls from new members wanting to know exactly what their coverage includes. To that end, one company has decided to take its efforts to

January 29, 2016 Call centers always seem to get a bad rap, and maybe there’s a reason for that. Think about it: No one calls when they’re happy. There’s usually a problem involved, and an unhappy caller on the other end. But that should just serve to give staff members a reason to be empathetic

Finding: Contact Centers Need to Keep Lines Open January 26, 2016 We’ve all seen the reports and heard the term: ‘Omnichannel’ is the new way to go in the call center. Yet there seems to be one important point that everyone, in their rush to embrace the latest and greatest, is overlooking: Customers LIKE using

January 21, 2016 WFO, or workforce optimization, is a concept that has been around for some time, but has only recently begun to gain traction in the call center industry. The idea behind it is that if you can optimize what your employees do and how they do it, it will have a positive impact on your bottom line.

Surprise: Callers Would Rather Solve Their Own Problems January 19, 2016 With every New Year comes not only a fresh start on the calendar, but a reset of company priorities as well. Many organizations use the New Year as a time to take stock of where they are and where they’re headed. Contact centers

January 14, 2016 They say that in business, you’re only as good as your most recent success, but if cloud call center leader inContact is any indication, the company is on a roll. Citing the company’s “full-featured cloud solution, stellar customer support, and commitment to innovation,” inContact was recognized by Frost & Sullivan (News –

January 13, 2016 Imagine a world where you no longer have to call a contact center to resolve an issue. Instead, you can launch a new app and text your concern to the company in question to get an immediate response without having to deal with recorded messages, people who have trouble speaking the language, or the lies of

January 7, 2016 New analysis from a leading market research firm is showing Latin America what much of the world already knows: Omnichannel initiatives can yield significant returns in the contact center industry. That is one conclusion Frost & Sullivan (News – Alert) (F&S) reached in its new report, “Latin American Contact Systems Market 2015.” The recently

January 5, 2016 As if high employee turnover and dissatisfied customers weren’t enough, a new study finds that call centers are facing new challenges as the New Year gets underway. That’s according to Consero Group, an international leader in organizing industry-specific events for senior executives. The company just published the results of its analysis

December 31, 2015 As contact centers continue to reach out to become everything to every customer, one idea that is receiving closer scrutiny is that of becoming “omni-channel.” While many call centers like to think of themselves as multi-channel—that is, offering numerous options and ways for customers to reach them—they need to consider