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February 12, 2015 With companies everywhere looking for that extra “edge” to stay ahead of the competition, everyone is watching the bottom line. Expenses and costs have a way of silently creeping out of control until you find yourself over budget and sinking fast. It’s not a great situation to find yourself in. One way […]

February 04, 2015 After several years of a sluggish economy and gloomy employment reports, it appears the U.S. labor force is now growing by leaps and bounds. With the national unemployment rate down to a surprising 5.6 percent as of December 2014 (from 6.6 percent the previous January), things are looking up. So it should

February 02, 2015 One of the largest, most productive yet untapped workforces in America today is the disabled. Those who face challenges in their life have shown time and again to be loyal, hardworking employees who only need a chance to prove themselves. So it makes sense that Direct Interactions, a company that delivers customer

January 30, 2015 Despite all the noise about call centers relocating back to the U.S. from overseas locales, the industry is still going strong in the Philippines. A recent report noted that some 94 percent of its call center industry is with American companies, who outsource their business to the island nation. But that success

January 29, 2015 CCNG – the Contact Center Network Group — is a member-only Professional Peer Network organization (PPN) for Contact Center, Customer Experience and Customer Service Executives, Managers, and Leaders. Each year CCNG works with members to plan more than 25 half-day events on a regional basis throughout the United States. “Getting experienced customer

Central America is getting seen as perhaps the next big call center region, and with good reason.

January 21, 2015 In the never-ending quest to stay one step ahead of the competition, keep customers happy and deliver a satisfactory “customer experience” all at the same time, progressive call centers are pulling out the stops. The seemingly next logical step in this ever-escalating carousel of “one-upsmanship” is now apparently offering live chat –

January 16, 2015 For customers, calling into most contact centers is seen as something akin to going to the dentist: You really don’t want to, but sometimes you just have to. Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it. After all, they’ve called

January 14, 2015 It’s not just a cliché that a New Year calls for some new resolutions; it makes good business sense to look at the year just passed, throw out what didn’t work and try something new. That’s the gist of a new blog post by Jennifer Waite, Product Marketing Manager at inContact, a