Contact Center Outsourcing

February 02, 2016 Now that the deadline has passed for this year’s enrollment in the Affordable Care Act, more commonly known as “Obamacare,” healthcare companies nationwide can expect a rash of calls from new members wanting to know exactly what they’re covered for. 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 up 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 staffers a reason to be empathetic

Finding: Contact Center Needs to Keep Lines Open January 26, 2016 We’ve all seen the reports and heard the word: ‘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 missing: Customers LIKE using

January 21, 2016 WFO, or workforce optimization, is an idea that’s been around for a while, but has only recently begun to gain more traction in the call center field. The idea behind it is, if you can optimize what your workers do and how they do it, your bottom line will see the difference.

Surprise: Callers Would Rather Solve Their Own Problems January 19, 2016 With every New Year comes not only a resetting of the calendar, but a resetting of company priorities as well. Many in the enterprise use the New Year as a time to take stock of where they are and where they’re going. 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 good 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 get an issue resolved. Instead, you can activate a new app, and text your concern to the company involved to get an immediate response without having to deal with recordings, folks with language difficulties, or the lies of

January 07, 2016 New analysis from a leading market researcher is showing Latin America what much of the world already knows: The Omnichannel effort can pay big dividends in the contact center industry. That’s one conclusion Frost & Sullivan (News – Alert) (F&S) reached in its new report, “Latin American Contact Systems Market 2015.” The recently

January 05, 2016 As if high employee turnover and disgruntled customers weren’t enough, a new study finds that call centers are facing new challenges as the New Year rolls out. That’s the word from Consero Group, an international leader in creating industry-specific events for senior-level executives. The company just published the results of its look

December 31, 2015 As contact centers continue their reach-out to make themselves all things to all customers, one idea getting a closer look is that of becoming “omni-channel.” While many call centers like to consider themselves multi-channel – that is, offering numerous options and ways for customers to reach them – they need to consider