Externalisation du centre de contact

August 07, 2015 Looking at the average consumer company today, who knows the company best?” Chances are pretty good that it may be the people who work in the contact center. After all, they are the workers on the front lines. They spend their days talking to customers, listening to complaints, smoothing speed bumps, solving […]

Report: Call Center Outsourcing Growing in Latin America August 03, 2015 A new report points to Central America and the Caribbean as places that are seeing massive growth in the call center outsourcing market. This is especially true when talking about companies that are servicing foreign clients, rather than domestic markets. Frost & Sullivan (News –

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

July 29, 2015 A contact center, which has also been referred to as a customer interaction center, is a central point in an enterprise from which all customer contacts can be managed. The contact center typically includes one or more online call centers; however they may also include other types of customer contact. 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, which 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 a growing role in business strategy. But more importantly, it was also uncovered 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 big-time contact center. Both need to be constantly thinking, be “fast on their feet,” adaptable to change and always looking for the

July 15, 2015 In this age of instant, anonymous contact, some customers still will have 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 likely than not they’re calling with a problem or complaint, and it’s

July 10, 2015 With every call to a contact center taking on greater importance, it’s worth it for companies to constantly seek out new advantages. Those calls coming in are more than just a conversation between two people: They can provide a wealth of information about the caller, and also provide guidance not only for

July 08, 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 instances, new research shows that the government’s efforts at improving its contact centers is actually bearing some fruit. That’s the