Contact Center Outsourcing

August 7, 2015 ”When you look at the average consumer company today, who knows the company best?” Chances are pretty good that it might be the people who work in the contact center. After all, they are the front-line workers. They spend their days talking to customers, listening to complaints, smoothing out bumps in the road, and solving

Report: Call Center Outsourcing on the Rise in Latin America August 3, 2015 A new report identifies Central America and the Caribbean as regions experiencing massive growth in the call center outsourcing market. This is especially true for companies that serve foreign clients rather than domestic markets. Frost & Sullivan (News –

July 31, 2015 A recent notable blog post highlights the various tools available to successful companies in the contact center services industry. Whether they choose to handle inbound phone and video support or simply carry out outbound marketing campaigns, there is something for every business that wants to optimize its operations. The blog post is courtesy of

July 29, 2015 A contact center, also known as a customer interaction center, is a central hub within an enterprise from which all customer interactions can be managed. A contact center typically includes one or more online call centers; however, it may also include other types of customer interactions. Additional methods of contact

July 24, 2015 Running a busy contact center is a time-consuming task. It’s easy to get bogged down in the problems—both big and small—that plague nearly every contact center. It’s important, however, to occasionally look outside the organization for solutions that can help solve these problems and improve the customer experience. These outside

July 23, 2015 To no one’s surprise, a recent study found that contact centers are playing an increasingly important role in business strategy. But more importantly, the study also revealed that “CIOs will have to work more closely with business partners to integrate a proliferation of customer engagement channels and disparate IT systems.” That’s the word

This Ain’t No Game: Run Your Call Center Like a Sports Team July 17, 2015 If you think about it, it’s not much of a stretch to compare major league sports with a high-profile contact center. Both need to be constantly thinking, quick on their feet, adaptable to change, and always looking for the

July 15, 2015 In this age of instant, anonymous contact, some customers still feel the need to speak to a real person in real time. Unfortunately, very few of them call to compliment you on what a great job you’re doing. More often than not, they’re calling with a problem or complaint, and it’s

July 10, 2015 As every call to a contact center becomes increasingly important, it’s worthwhile for companies to constantly seek out new advantages. Those incoming calls are more than just a conversation between two people: They can provide a wealth of information about the caller and also offer guidance not only for

July 8, 2015 There’s an old joke that says one of the three biggest lies in America is “I’m from the government and I’m here to help you.” While that may be true in some cases, new research shows that the government’s efforts to improve its contact centers are actually paying off. That’s the