Contact Center Outsourcing

November 18, 2015 Those who work in or manage a call center are already well aware of the value of data. It’s one of the current buzzwords of the year, and that buzz is only getting louder. And while a new report out of the Massachusetts Institute of Technology (MIT (News – Alert)) recently touted a […]

November 12, 2015 A new report about the use and efficiency of cloud-based contact centers confirms what those in the industry already suspected: Business is strong, and growing. The study from survey firm Research and Markets queried cloud contact center leader inContact among others, and came up with some interesting statistics in its findings. To

November 10, 2015 There’s a healthy market that’s little known outside of the call center space, but is nonetheless primed for some big expansion, according to growth partnership company Frost & Sullivan (News – Alert) (F&S). The area is the global contact center and office (CC&O) headset market, and according to a new report from F&S,

November 05, 2015 While it seems that Internet shopping is helping drive down business at brick-and-mortar locations, there is one industry that’s doing just fine in a Web-driven age: Transportation. Think about it: No matter what you order from an online site, somehow they have to get the product to you to complete the sale,

November 03, 2015 In this increasingly complex world, businesses everywhere are seeking whatever edge they can get over the competition. Whether it’s better staffers, better offers or simply a better product, the search goes on. But what most don’t seem to get is that they might already have an answer in-house, and aren’t utilizing it.

October 29, 2015 Although the effect of government is not always everyone’s primary concern, there are times when new policies can affect average consumers and their uses of information technology. The latest budget bill on Capitol Hill marks one such policy; passed it its current form, it could include a rider that allows debt collectors

October 27, 2015 To managers keeping a close eye on the bottom line, the call center can be seen as a mixed blessing. Yes, it’s the first line of contact for customers and can be a real help in boosting your brand. But such help comes at a price, and it’s incumbent on everyone in

October 22, 2015 We’ve all heard the terms and even bandied them about ourselves on occasion, but do you really know the difference between ‘multichannel’ and ‘omnichannel’, as they pertain to technology today? Not many people do, but now there’s help at hand. Gerald Sinclair, Workforce Optimization Practice Manager with Uptivity, an inContact Company, recently

October 19, 2015 We hear a lot of talk about how we owe a debt of gratitude to our returning veterans, but one Florida-based company has actually done something about it, and is now going even further. The company is StatesideBPO, whose U.S.-based call center agents are Americans with disabilities, U.S. Veterans, and U.S. Veterans

October 14, 2015 Those in the contact center business are fully aware of the importance of delivering good, quality customer service 24/7. But it helps when those at prominent levels recognize their contributions as well. Such recognition can serve as a template for others to follow, while also giving a well-deserved pat on the back