3CLogic Helps Simple Call Solutions Improve Contact Center Outsourcing Services
Provider of contact center outsourcing services, Simple Call Solutions, can now integrate its carrier of choice thanks to 3CLogic's Contact Center Solutions. With customization and flexibility, Simple Call Solutions can interconnect with VoIP carriers all over the world to serve its customers around the clock. In order to generate success, Simple Call Solutions must have the ability to integrate its own carrier, so 3CLogic's cloud- based call center software is the ideal solution. |
| 5/24/2012 |
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Contact Center Outsourcing and Election Year Politics
The New York Times recently profiled Jim Margolis, a campaign staffer for President Obama who is in charge of cranking out negative ads against Republican rival Mitt Romney. The Obama campaign wants to paint Romney as a patrician, out-of-touch corporate executive who has singlehandedly shipped many outsourced contact center jobs. |
| 5/15/2012 |
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Move Over India: China to Outpace Everyone in Outsourcing by 2016
The first image that most of us conjure up when we think of outsourcing is that proverbial telephone call to the Indian call center. However, the International Association of Outsourcing Professionals predicts that China's outsourcing industry will double in volume by 2016, knocking India out of the top three. |
| 5/10/2012 |
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Outsourcing Contact Center Takes Home the 2012 PACE Technovation Award
Outsourcing Contact Center CallAssistant has recently been awarded the 2012 Technovation Award by Professional Association for Customer Engagement (PACE). Each year at the ATA Convention & EXPO, the best in the contact center industry are recognized, and the Technovation Award recognizes the one company that best embodies innovation product leadership for the contact center industry. |
| 5/9/2012 |
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Contact Center Outsourcing Companies Misusing U.S. Taxpayer Funds
Companies involved in contact center outsourcing are misusing U.S tax payer funds to train overseas call center workers. This disturbing truth became a topic of public discussion when U.S. Representatives Tim Bishop (D-NY) and Walter Jones (R-NC) issued a letter to the United States Agency for International Development (USAID) inquiring about the agency's involvement in the American taxpayer-funded training of overseas call center workers in the Philippines. |
| 4/30/2012 |
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US Suspends Contact Center Controversial Outsourcing Training Program
The U.S. Agency for International Development has suspended funding for a program in which Filipino youth were trained to work in offshore, English language contact centers that outsource to U.S. companies. Lawmakers criticized the program because they believe it posed a threat to American call center workers. |
| 4/24/2012 |
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Contact Center Outsourcing Phenomenon - Filipino Agents Flee for Greener Pastures
The idea of contact center outsourcing has carried with it a stigma of lost jobs and money-hungry execs hurting the U.S. economy to make another dollar or two in profits. While India and the Philippines have benefitted greatly from the trend to send contact center jobs offshore, a new phenomenon has set in as Filipino workers to look for jobs abroad. |
| 4/16/2012 |
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Main Opts Out of Contact Center Outsourcing with Continued Job Growth
Main contact centers and call centers are projecting a need to hire at least 200 people in the coming months and are partnering with Wilton Career Center to find workers. The hiring is expected at call centers specializing in everything from healthcare to technology support, giving a vital opportunity to job seekers with a range of skills.
The Morning Sentinel reported that Maine's call centers are a recent growth industry, and they have become an important employer statewide by replacing losses in manufacturing in past decades. |
| 4/10/2012 |
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Federal Bill Keeps Call Centers Jobs in the US
Offshore outsourcing has always been sparking its own debate. There has been significant attention on the negative impact of such moves. Apart from problems related to languages and accents, there are more serious problems than that. With millions of Americans still out of work and underemployed, and local economies continuing to struggle, some state legislators are keen to keep jobs at home. |
| 4/2/2012 |
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Companies Punished for Contact Center Outsourcing
Legislation moving around on Capitol Hill that could change the contact center outsourcing environment in the future. Last year, a federal bill came through the House of Representatives that proposed measures for slowing the number of jobs being sent overseas to foreign call centers. |
| 4/2/2012 |
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Michaud and Levesque Bring More Call Center Jobs to Maine
U.S. Rep. Mike Michaud, D-Maine, and Jason Levesque met at his Argo Marketing Group call center in Pittsfield. The meeting was to discuss coming legislation in Congress about keeping call center jobs slipping out from the country and bringing back more such jobs. |
| 3/19/2012 |
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Wells Fargo Focused on the Philippines for Contact Center Outsourcing
Wells Fargo doesn't let a little thing like federal legislation stop them from launching their contact center outsourcing strategy. This fourth-largest bank in America, according to assets, has started the process of transferring some of its business support activities to outsourcing providers in the Philippines. |
| 3/19/2012 |
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Rochester Call Center for Xerox Hiring Hundreds, Part of Recent Repatriation Trend
You may have heard how companies traditionally outsource their call center jobs, the reason being that they can generally get the same job done less expensively overseas. Xerox is part of a growing trend to repatriate those jobs, betting that homeshoring their call centers will provide that improved service customers are looking for. Company officials recently announced a 500-plus employee call center in Webster, NY. |
| 3/12/2012 |
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Philippines' BPO Industry Leaders Warn Outsourcers to Remain Competitive
When you're at the top, there's always someone happy to spend time and resources to try and take your spot. When it comes to contact center outsourcing, there's no question that the Philippines is now at the top, having topped India, once the world leader for business process outsourcing (BPO). There's also no question that other regions would like to take that nation's crown away. |
| 3/12/2012 |
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Contact Center Outsourcing Company Emergia Approved for Zagada Exchange Bids
Zagada unveiled today that Contact Center Outsourcing company Emergia Customer Care has been approved to list its company and participate in corporate buyer generated RFP bids on the Zagada Exchange (ZAX).
Contact center outsourcing and business process outsourcing company Emergia, started its operations in 2005 in Spain and, to date, has 6,000 employees across Spain, Colombia Chile, Nicaragua and Kenya. |
| 3/6/2012 |
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BenchmarkPortal Launches Outsourcer Call Center Certification Program
A global leader in the contact center industry, BenchmarkPortal is expanding its Center of Excellence (COE) program, to offer Certification to Call Center Outsourcers.
BenchmarkPortal's proprietary "balanced scorecard" methodology focuses on metrics relating to quality and cost. The statistics are determined through processing of thousands of performance metrics stored in the company's data warehouse of thousands of contact centers and call centers. The statistics are determined through continuous processing of thousands of performance metrics, from thousands of call centers. |
| 3/5/2012 |
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Avaya Launches Contact Center Outsourcing Solutions to Improve Business Communications Networks
Avaya today introduced Avaya Communications Outsourcing Solutions (COS), a new set of contact center outsourcing services, to help companies accelerate the transformation of their communications environments.
Part of the inContact's portfolio of Managed Services, COS enables businesses to have Avaya manage their communications infrastructure. Supporting three million communications ports under contract, COS also includes worldwide multi-vendor support of nine global Network Operation Centers (NOC). |
| 3/1/2012 |
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Maine's Contact Center Jobs Remain Despite Closings
With contact centers in Maine opening, closing and changing rapidly, some may think contact centers are an unpredictable industry. Data from state and national sources, however, show that the number of jobs in the call center industry has remained steady in Maine over the last ten years and is even on a national long-term upswing. |
| 2/29/2012 |
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Contact Center Outsourcing Technology Delivers Lower TCO
The concept of contact center outsourcing is often painted in a negative light when the assumption is made that all outsourcing occurs offshore. In reality, technology solutions available today allow for this outsourcing anywhere in the world. Yes, offshore still occurs, but the implementation of virtual call centers employing individuals at home or in remote offices is growing. |
| 2/22/2012 |
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Alorica Opens New Call Center in Philippines, Creating Hundreds of Jobs
Alorica, a provider of customer management outsourcing solutions, announced today it will open a new call center in Cebu, Philippines, which will immediately create hundreds of job opportunities. Alorica provides call center outsourcing services such as customer acquisition and sales, customer care and support, logistics and fulfillment. The new call center represents Alorica's growing call center presence in the Philippines. |
| 2/21/2012 |
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The Evolution of Contact Center Outsourcing
Recent legislation surrounding the contact center outsourcing industry has a number of companies examining their current strategy. And, while this particular legislation, the U.S. Call Center Worker and Consumer Protection Act, addresses offshore outsourcing, it can impact the industry as a whole. |
| 2/9/2012 |
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Why the Cloud Call Center Trumps its Premise-Based Predecessor
In the call center there is one ultimately important metric for tracking success: customer experience. Meeting queue requirements, call times, and abandonment rates don't mean anything if your customers are getting off the phone disinterested and dissatisfied with their experience. So what's the quickest way to get back to your roots in the call center? It might be finding a new call center technology strategy. |
| 1/24/2012 |
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Implement the Voice of the Customer for a More Responsive Call Center Experience
Every one of your customers has a unique amalgamation of needs, desires and technical fluencies that directly impact the way they interact with your call center. This presents a challenge with customer service because over-arching strategies are no longer as effective in addressing customer concerns. Customers now want solutions tailor-made to their problems. |
| 1/18/2012 |
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Lawmakers in the Philippines Concerned About U.S. Call Center Legislation
While call center growth in the The Philippines has exceeded expectations for 2011, surpassing goals of 15 to 20 percent to top out at about 21 percent, many politicians and government officials are concerned that this enviable growth will not be sustainable if a particular piece of proposed legislation passes in the U.S. |
| 1/9/2012 |
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Welcome Back Home, Call Center Work
According to a news article, in the Rochester, New York Democrat-Chronicle, the popular notion of call center jobs always going to places like India or The Philippines isn't telling the whole story. |
| 1/3/2012 |
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At Home Agents as an Alternative to Contact Center Outsourcing
Call centers require a delicate balance of resources, and for many the need to generate revenue while reducing operational costs ultimately translates to outsourcing. While sending customer service operations abroad can result in the reduction of overhead, outsourcing operations are simultaneously a point of savings and soreness for call centers. |
| 12/28/2011 |
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Indian Software Industry Reacts to Proposed Call Center Outsourcing Bill
A bill is waiting in the House of Representatives that could forever alter the status of the offshore outsourcing market. If passed, the U.S. Call Center and Consumer Protection Bill will penalize U.S. companies moving their customer service divisions offshore. The first opposition is expected to surface from India. |
| 12/21/2011 |
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Mexico-Based Outsourcing Operation Chooses inContact's Contact Center Solutions
It's well documented that cloud call center solutions provide an inexpensive and flexible alternative to premised based technology. As a respected player in the space inContact has provided call center software to a number of well established companies. Today inContact has announced that it will provide routing and networking services to Mexico-based contact center for a leading dental benefits provider. |
| 12/14/2011 |
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Contact Center Outsourcing - How to Make or Break Customer Loyalty
With the holiday season upon us, that also means the arrival of holiday shoppers. They first emerged on Black Friday, storming the local retail stores and fighting each other to get the latest deal on electronics, clothing or jewelry - whether they needed them or not. The madness continued online with Amazon running its Lightning Deals every hour and other major retailers launching Cyber Monday extravaganzas. |
| 12/12/2011 |
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Behind the Calling Scenes in Contact Center Outsourcing
The contact center outsourcing industry is an interesting one as so much has to happen "behind the scenes" in order for customer calls to be routed and handled appropriately. Whether the outsourcing is simply to a hosted call center in another state in the U.S., or a brick and mortar establishment overseas, the main focus is to ensure customer calls are handled quickly and efficiently. |
| 12/1/2011 |
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Contact Center Outsourcing Space to Benefit from inContact WFO Powered by Verint
What do Verint and inContact have in common? According to a recent inContact blog, the two are working together to offer a workforce management solution through the inContact cloud that can greatly benefit those using contact center outsourcing. Companies of all sizes can benefit and with a recent expansion of the partnership, a full range of workforce optimization solutions are now available. |
| 11/4/2011 |
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inContact, Verint Collaborate to Deliver Workforce Optimization in the Cloud
inContact has announced the extension of its partnership with Verint Systems, Inc., a leading provider of actionable intelligence solutions and services for enterprise workforce optimization and security intelligence. This will allow inContact, the leading provider of cloud-based call center software and call center workforce optimization tools, to convert Verint's award-winning workforce optimization (WFO) suite to the cloud, allowing contact centers of all sizes to install these powerful solutions in a pay-as-you-go software model. |
| 10/26/2011 |
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Contact Center Outsourcing Takes a New Turn
The reign of India as the leader of the outsourced call center operation has ended as salaries soared and the average cost of contact center outsourcing climbed too high to justify the destination. Now, even Indian businesses are moving to a contact center outsourcing strategy to take advantage of lower costs abroad. |
| 10/19/2011 |
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Contact Center Cloud Provider Says the Cloud is 'Here and it's Spectacular'
By now, even those who work outside of the contact center and tech space know about the "cloud" thanks to mainstream advertising in broadcast, electronic media and print. But knowing about the cloud and adopting its applications for your in-house or contact center outsourcing business are two very different things. |
| 10/14/2011 |
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inContact Offers PCI Compliance Tools for the Hosted Call Center
With so much activity taking place in the cloud, it only makes sense that the hosted call center volume is growing. Companies throughout the world are searching for ways to optimize their time and resources spent on interacting with customers. inContact is helping the process along, adding value with PCI compliance tools. |
| 10/7/2011 |
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inContact Supports Weight-Loss Company's Fluctuating Call Demands
The decision to purchase a weight-loss product can be fleeting and often impulsive for potential dieters. When dieters pick up the phone as the result of a direct response advertisement to place an order, anything that impedes contact with the company, especially a busy signal or a long queue, could well mean a change of heart and a lost sale for the weight-loss company. |
| 9/29/2011 |
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Integrating Social Media Into The Contact Center
While by now you've probably heard the drill: if you don't have social networking integrated into your contact-center-based customer service strategy, you're being left behind. What you may not understand - along with many other people in customer-facing positions - is exactly how to integrate and manage social networking into your contact center. |
| 9/22/2011 |
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InContact Conference Highlights Cloud Opportunities for the Contact Center
Cloud-based contact center solutions provider InContact recently concluded its sixth-annual inContact User Conference (ICUC) after four days of learning, networking and training the company says were designed to improve the overall contact center experience. More than 300 people attended the event, including inContact customers and partners plus industry experts, and learned about the opportunities that cloud computing is now creating in the contact center space via on-demand delivery and broadened feature sets. |
| 9/19/2011 |
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Contact Center Outsourcing Optimized with inContact
Did you know that contact center outsourcing does not mean you have to move your customer service initiatives overseas? You can leverage a proven, educated and capable workforce on shore by working with providers like inContact. The true benefit to contact center outsourcing could be found at home. |
| 9/8/2011 |
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Alpine Access to Hire 1,000 Home-based Agents
Colorado-based call center outsourcing company Alpine Access is reportedly hiring 1,000 new call center agents. And as with all Alpine Access call center agents, the new employees will work from their homes. |
| 8/31/2011 |
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ACS To Add 200 Call Center Jobs in Lewiston, Maine Facility
ACS (Affiliated Computer Services), a call center outsourcing company owned by Xerox, has announced it will be expanding its call center operations in Lewiston, Maine, and boosting that operation's call center personnel by about 200 jobs. ACS currently employs 417 people at its existing Lewiston operation. |
| 8/31/2011 |
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Novus Health Opens Contact Center in Montreal
Novus Health, which delivers innovative online and telephone support solutions for today's changing health care environment in Canada, has opened another contact center in Montreal, Quebec. Robin Ingle, CEO, made an announcement to this effect. |
| 8/26/2011 |
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When Buying Call Center Software Seems Like "Groundhog Day"
Do you ever get the impression that some of the technology in your contact center - let's use workforce management as an example - is the same functionality as it was years or even decades ago, but merely delivered via different media? If you've managed a call center for a while, you may feel that essentially, you've bought the same software multiple times, but that the only difference is the way the product has been delivered. |
| 8/24/2011 |
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Contact Center Outsourcing Provider Shares Insight on Building a Solid Knowledgebase
Contact center outsourcing has long been a key strategy for companies seeking to leverage low cost customer support systems and streamlined operations. Those companies lacking the knowledge and resources to manage their own contact center can achieve strategic goals more easily when they outsource elements not considered within their core competencies. |
| 8/9/2011 |
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InContact Scoops Up TMC Product Of The Year Award
Salt Lake City-based inContact, a provider of on-demand call center software and call center agent optimization tools, has announced today that TMC named the inContact cloud contact center platform as a recipient of a 2010 Communications Solutions Product of the Year Award. |
| 8/1/2011 |
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Allconnect Opens New Customer Care Center in Lexington, Ky.
Allconnect, a provider for connecting consumers with household services including satellite TV, cable TV, Internet, phone, and home security services, recently established a new in-bound sales and customer care center in Lexington, Ky. The ceremony was attended by Gov. Steve Beshear, Allconnect CEO Mark Miller, Lexington Mayor Jim Gray, Bob Quick, president & CEO of Commerce Lexington Inc., and Rep. Jesse Crenshaw of Lexington. |
| 7/26/2011 |
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Convio Unveils New Constituent Engagement Solution for Nonprofits
Convio, a provider of on-demand constituent engagement solutions that enable nonprofit organizations to maximize the value of every relationship, announced the launch of Luminate, a new cloud-based constituent engagement solution for the nonprofit market. |
| 7/26/2011 |
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NextiraOne Integrates NICE's PCI Solution into Contact Center Offerings
NextiraOne, which designs, installs, maintains and supports business solutions and communications services, announced partnership with NICE Systems, a provider of global integrated digital recording and management solutions, to integrate NICE's real-time PCI solution into its customer offering for new contact centers. |
| 7/20/2011 |
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NextiraOne Integrates NICE's PCI Solution into Contact Center Offerings
NextiraOne, which designs, installs, maintains and supports business solutions and communications services, announced a partnership with NICE Systems, a provider of global integrated digital recording and management solutions, to integrate NICE's real-time PCI solution into its customer offering for new contact centers. |
| 7/20/2011 |
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IAOP Announces 2012 Outsourcing World Summit
The International Association of Outsourcing Professionals (IAOP) announced the 2012 Outsourcing World Summit to be held February 20-22, 2012, at Disney's Contemporary Resort & Conference Center in Lake Buena Vista, Florida. |
| 7/14/2011 |
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Call Center Outsourcing Users Considering Quality, In Addition to Cost
While the call center outsourcing market in Europe continues to expand, users that have consistently looked at cost as the greatest benefit of outsourcing are now looking at other factors including high-quality and value-added services.
A recent article from BusinessIntelligence Middle East said that industries, including the public sector, travel/hospitality and retail/consumer packaged goods, will all continue to show record growth from the period 2011 to 2017. |
| 7/11/2011 |
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inContact Cloud-Based Contact Center Solution Chosen by Global Consultancy
inContact is one of the leading providers of contact center agent optimization tools and on-demand contact center software. The company recently announced that a global consultancy has chosen to adopt inContact's call routing, survey and quality management solutions. This global consultancy company will leverage inContact's call routing, survey and quality management solutions in order to provide a superior quality and unified service process for over 100 agents across that are spread across three global contact centers. |
| 6/29/2011 |
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APAC Opens New Contact Center in Uruguay
APAC Customer Services, Inc., one of the largest outsourced contact center services providers in the world, has announced that it has opened a new contact center in Montevideo, Uruguay. |
| 6/27/2011 |
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PeopleAnswers Announces Software Licensing Agreement with The Cheesecake Factory Inc.
In an organization, hiring most qualified candidates while saving significant time for managers is a key factor for Human Resource (HR) personnel. In an effort to improve quality of hires and take the guesswork out of consistent talent selection, The Cheesecake Factory has deployed PeopleAnswers' HR solution for pre-employment selection. |
| 6/22/2011 |
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American Support CEO Reveals Contact Center Trade Secrets
After having been named as a finalist for three of Contact Center World's Top Performers Awards - Best Customer Service, Best Contact Center, and Best Help Desk - American Support was requested to present at the Contact Center World's Top Ranking Performance Conference in Orlando. |
| 6/21/2011 |
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Australian Call Center Outsourcing Firm to Open Second Location in Libis
It was just revealed that Australian call center outsourcing firm Stellar Global has plans in the near future to open a second facility in Quezon City this year. This expansion is an indication of "growing interest" of Australian companies in the Philippines' information technology (IT) and business process outsourcing (BPO) sectors, according to a recent article. |
| 6/20/2011 |
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Contact Center Outsourcing Makes Sense for Quick Setup
As businesses embrace the cloud, work-at- home agents are no longer viewed as a hindrance but rather as an opportunity. Outsourced call center agents become an easily implemented alternative to an expensive location based call center. Recently an undisclosed financial services provider selected contact center outsourcing software provider inContact to quickly setup shop and have customer service agents available for new verticals. |
| 6/9/2011 |
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Call Center Outsourcing is More Effective with Hosted Software
In the customer service space, outsourcing has never had a great reputation. Spreading strategies over multiple systems and international locations can save money, but the trade off is often a more confusing and difficult to navigate system for your customers as well as increased operational costs. With a hosted solution, call center outsourcing troubles can be reduced by using a unified system across all locations and agents. Hosted solutions can also potentially remove the maintenance charges typically associated with running a call center. |
| 6/2/2011 |
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Contact Center Outsourcing Provider inContact to Host Annual Conference
Contact center outsourcing - it may not be the concept that brings you warm fuzzy feelings, but perhaps you have been exposed only to the negative side. In reality, contact center outsourcing does not have to mean that you move your customer service operations offshore. It simply means that there may be a more cost effective way of getting the job done. |
| 6/2/2011 |
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InContact User Conference Addresses the Biggest Trends in the Call Center Space
InContact offers a number of hosted contact center solutions designed to make outsourcing easier than ever. Off premise solutions and has been met with continued success as the business world continues to warm up to them and in lieu of that inContact will be holding its annual user conference. The show will be hosted in the company's home town of Salt Lake City, September 12th through the 15th and will be a showcase for best practices in the hosted call center space. |
| 5/25/2011 |
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How to Stop Irritating your Customers with your IVR
Seasoned contact center management undoubtedly knows that implementing IVR technology can greatly reduce one of its largest expenses-agent head count. Many, however, hold back on using IVR technology because they fear it may diminish positive customer experiences with the company and may, in fact, outright irritate their customers. |
| 5/12/2011 |
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Contact Centers can Save as Much as 43 Percent by Using Cloud-Based Services
You know all the technological reasons why using hosted contact center applications makes good sense: the elimination of a need for upfront capital investments, the loss of an IT headache, and the ability to precisely meet your headcount needs, scaling up and down as necessary. You may also find appealing the ability to let someone else worry about administration of your contact center solutions. |
| 5/3/2011 |
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Avaya, Bhutan Telecom Announce Partnership Agreement
Avaya has announced an alliance with Bhutan Telecom to build up and deliver Unified Communications, Contact Centers, Desktop level Video Conferencing & Data Networking offerings for Bhutan Telecom (Motto: "Um, No, We're The Other BT") customers in Bhutan. |
| 4/29/2011 |
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The Philippines: A Strong Contact Center Outsourcing Choice
In the overall customer service arena, contact center outsourcing has not always brought along with it fuzzy, warm feelings, especially when the country of destination was the Philippines. As captured in this inContact blog, the Philippines has historically been an occupied country as it did not gain its independence until 1946. And, like many countries before it, the people of the Philippines have adopted the American culture as part of its lifestyle. |
| 4/18/2011 |
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And the Emerging Contact Center Outsourcing Market is...
Quick -- what contact center outsourcing market, valued at $184.5 million in 2009 and expanding in 2010, according to a recent Frost & Sullivan study, "has been recovering recently thanks to rising interest in broadband service?" |
| 4/1/2011 |
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Free Webinar Explores Differentiating Services Levels According to Customer Value
Do you deliver different levels of service to your different customers? If you look closely at what you do on a daily basis, do you pay more attention to delivering better service to those clients that make up a larger proportion of your overall revenues? If you are like any other business trying to optimize their profit potential in the market, you do. The question is - are you doing this effectively? |
| 3/24/2011 |
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Webinar Offer Strategies for Distinguishing Customer Service
Customer service is as much an art as a science-making sure the level of service your communication department provides is essential to both the image of your company and the generation of sales. Each customer carries a different level of expectation when dealing with a service provider; determining that expectation and exceeding it will ensure your company's success. |
| 3/16/2011 |
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Contact Center Outsourcing: The New Age of Customer Service
The debate surrounding offshore, outsourced contact centers has centered on the elimination of much needed U.S.-based jobs. Despite the resistance of the public, companies completed their moves anyway in an attempt to reduce costs and streamline customer service efforts. While it seemed most were hoping public acceptance of this method of contact center outsourcing would eventually follow, this never happened and a new trend is emerging. |
| 2/24/2011 |
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inContact Fourth Quarter and Year-End 2010 Conference Call on March 10
inContact, which helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions, will hold a conference call onThursday, March 10, 2011, at 4:30 p.m.Eastern Timeto discuss results for the fourth quarter and year end 2010. |
| 2/15/2011 |
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Contact Centers to be Outsourced to India Prisoners
You've heard of call centers being outsourced to India. Perhaps you've even heard of the practice of outsourcing contact centers to prisons. Next stop? Combining the two and outsourcing contact centers to India prisoners. Need to check the balance on your credit card? A man chained to his desk, serving a life sentence for murder, will be happy to help you, according to British newspaper The Guardian. |
| 2/3/2011 |
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inContact's Call Routing And Workforce Optimization Solutions Provide High Quality Patient Care
Providing on-demand call center software and call center agent optimization tools, inContact is expanding its growing foothold in the healthcare market segment with the deployment of its call routing and workforce optimization solution for a regional healthcare delivery network. The network with its chain of hospitals and health centers will make use of inContact's innovative solutions to drive its patient scheduling, billing and nurse consultation departments. |
| 2/3/2011 |
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Contact Center Outsourcing in Latin America Strong
Contact center outsourcing is not always viewed favorably, simply because too many people believe the only outsourcing taking place is moving U.S.-based jobs to offshore locations to save money. While companies do often want to streamline their costs when it comes to customer service, not all moves are away from the U.S. economy. For those that are, sometimes the decision is made based on the customer base the company seeks to serve. |
| 1/28/2011 |
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inContact's ACD Delivers Value to Call Center Outsourcing Providers
Call center outsourcing is a platform favored by companies all over the world seeking to streamline customer service costs while still maintaining quality levels. Taking the call center to the outsourcing model is just the first step to optimizing the customer care environment. The call center still needs access to specific tools to handle the issues customers are seeking to resolve. |
| 1/3/2011 |
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Kanoo Travel Opens Women Only Call Center
The Saudi travel agent, Kanoo Travel, opened a call center with women employees only. As per a report in Arab News, around 20 women employed by Kanoo Travel have completed telephone operation training and are now operating the company's first and exclusive ladies-only call center. |
| 12/29/2010 |
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inContact Offers Powerful Value Proposition in Call Center Outsourcing
The call center is an important division within any organization simply because it provides an important interaction point between the company and its customers. The challenge, however, is that not every company has the infrastructure to support an in-house call center organization. To help meet the customer interaction needs of the business and still stay within budget limitations, many are turning to call center outsourcing. |
| 12/23/2010 |
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Looking Back at Some 2010 India Outsourcing Highlights
Accordingto Seeking Alpha's Jamee C. in a recap of 2010 focusing on Indian outsourcing, there are "many areas encompassed in the outsourcing industry that have growth potential" in the coming year and beyond -- "including IT, recruitment process outsourcing (RPO), knowledge process outsourcing (KPO), and contact center outsourcing." |
| 12/10/2010 |
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Contact Center Outsourcing Giant Accenture's Survey Finds IT Talent Lacking for Global Expansion
A global management consulting, technology services and outsourcing giant, Accenture conducted a high-level survey that spanned from April to August 2010 and polled the CEOs and other top executives from companies in the enterprise communications and consumer technology industries that have sales and distribution operations in Asia, Europe, and North and South America. In a recent press release, Accenture discussed the findings of this survey. |
| 12/8/2010 |
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Webinar to Help Make IVR Work
IVRs are a hot button issue currently and require a mix of knowhow and luck to get right. While they can offer tremendous savings to a company they can also present customer service bottlenecks if not implemented correctly. Since making phone navigation as customer friendly as possible is the end goal of any call center technology those looking to properly incorporate voice recognition stand to learn a lot from others who have done it successfully in the past. |
| 11/30/2010 |
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Q&A on BPO With Aegis
Business process outsourcing (BPO) is arguably the right strategy in these no/slow-growth times for a growing number of industries and verticals. |
| 11/30/2010 |
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Global Payments Processing Center to Provide 700 Jobs
The Global Payments Processing Center Inc., a newly opened 73,000-square-foot facility at the Robinsons Cybergate Plaza in Mandaluyong City in Phillipines once fully operational by summer of 2011 will provide 700 seats operating 24 hours a day, seven days a week, serving customers in the United States, the United Kingdom, North America, Central and Eastern Europe, and the Asia-Pacific, according to a report in philstar.com |
| 11/23/2010 |
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Sykes Exec Gives Advice on Outsourcing
Outsourcing or business process outsourcing (BPO) contact center services is receiving arguably greater attention as a strategy and a tactic in this slow-moving economy, for it offers a means to cut costs and improve service and sales and revenues with the flexibility to scale up and down: without the burdens of capital and direct operating expenditures. |
| 11/15/2010 |
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Using a Virtual Call Center to Promote Customer Satisfaction
Virtual call centers provide companies an easy way to get the utility they need for a contact center without having to deal with maintenance and startup costs of installing a premise based solution. Though this take care of the more technical aspects of the companies communications, the success of that department still hinges significantly on the level of service offered by the agents who work there. |
| 11/12/2010 |
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How to Achieve a Successful Multichannel Strategy in the Contact Center
Due to the rise of social media and the subsequent increase in the use of text-based communications, customer-centric organizations today basically have no choice but to adopt a multichannel strategy in their contact centers. Gone are the days when Web chat was a "nice to have" technology in the contact center - thanks to social media it is now a requirement. As a result, organizations everywhere are adopting multichannel platforms for their contact centers capable of handling email, Web chat, fax and SMS, in addition to phone. |
| 11/8/2010 |
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Outsourced Contact Center Companies Ramp Up Hiring, Fuel iPhone/Verizon Rumors
When outsourced contact center services providers begin mysteriously ramping up their hiring, it tends to fuel rumors. No one hires hundreds of new workers for no particular reason, and two companies in particular: Salt Lake City-based Teleperformance USA and Kenneshaw, Ga.- and Mobile, Ala.-based Ryla Teleservices have both begun hiring contact center agents by the hundreds. |
| 10/25/2010 |
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Top Cloud-Based Call Center Software Now Found in the Philippines
inContact has expanded its operations into the Philippines, announced the provider of on-demand call center software and agent optimization tools. The service and profitability goals of BPOs worldwide can be met with the cloud-based solutions from inContact. |
| 10/5/2010 |
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Cloud Computing to Revolutionize Call Center Industry, Say Experts
inContact, a provider of cloud-based call center software solutions, announced the conclusion of fifth annual inContact User Conference or "ICUC, exploring the ongoing innovations in cloud computing and the way inContact is leading the cloud-based call center market. |
| 9/27/2010 |
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EPIC Connections Partners with inContact
inContact, a provider of on-demand call center software and call center agent optimization tools, has signed a partnership agreement with EPIC Connections, a company specializing in business process outsourcing consulting, to be the preferred hosted call center technology provider for its clients and its outsourcers. |
| 9/22/2010 |
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Contact Center Outsourcing Relationship Proves Fruitful
Contact center outsourcing is an important part of the customer service strategy for a number of companies, including Microsoft. The company's Romania corporate entity relies on Computer Generated Solutions (CGS) to provide contact center solutions and has been outwardly impressed with the company's performance. |
| 9/10/2010 |
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Contact Center Outsourcing: What You Need to Know
Contact center outsourcing has not always been viewed as a favorable move, especially when it eliminates U.S.-based jobs and sends those opportunities overseas. In reality, however, outsourcing within the contact center space is a common practice. |
| 9/3/2010 |
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Offshoring Outsourcing Harmful to Customer Service: CFI Report
Insights from the just-released fourth annual Contact Center Satisfaction Index (CCSI) from CFI Group reveal what many in the contact center sector and consumers have long experienced and suspected: offshoring (including nearshoring), mainly to outsourcers, is a "penny-wise but pound-foolish" strategy when it comes to customer satisfaction. And that some companies appear to be listening by limiting calls being handled offshore. |
| 8/26/2010 |
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Inuvo Selects Contact Center Outsourcer CCA on behalf of babytobee.com
To provide outbound and inbound call center support for BabytoBee.com, Inuvo, a leading provider of performance-based online marketing services, has selected Orlando, Florida-based Contact Centers of America (CCA) at its Clearwater headquarters. www.babytobee.com is quickly becoming a premier destination for prenatal moms and their families when they are ready to make significant purchase and brand-choice decisions. |
| 8/18/2010 |
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Contact Center Outsourcing Giant Sitel Expands Starkville Contact Center
Sitel, a contact center outsourcing provider, has expanded its Starkville, Mississippi contact center with the addition of more than 110 full-time positions within the past month. The company reportedly plans to add more than 300 full-time positions, total, by the end of October. |
| 8/13/2010 |
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Customers Ask For Enhanced Services As Result Of Emergency Budget
Teleperformance, a well known contact center outsourcer based in the U.K., has announced that along with some other experts in the contact center industry, the company has urged for even better customer service and smarter contact center solutions to enable organizations in leveraging the limited funds to improve customer satisfaction and add disproportionate value to their activities in an enhanced way. |
| 7/9/2010 |
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Webinar to Offer Solutions to Newer Challenges Faced by Contact Centers
Register now to attend a free Webinar that takes a deeper look at these challenges being faced by the contact centers, and effective strategies that can be adopted to tackle them successfully. "A Juggling Act: Best Practices for Demands on Your Contact Center," presented by inContact, will be held at 2 p.m. ET (11 a.m. PT), Thursday, June 24. |
| 6/18/2010 |
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How inContact Supports The Cloud, And Cloud Clients
inContact is a leading cloud firm that offers a complete range of hosted contact center solutions: inbound and outbound contact routing, IVR, predictive dialing, e-screening, e-learning, and workforce management. The company is continually improving its support functionality so that it can be there for its customers and their customers. |
| 6/11/2010 |
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Contact Center Agent Attrition Addressed in White Paper
In recent years, contact centers have begun to deliver more value, and in industries like banking where contact centers can generate up to 25 percent of total new revenues or telecommunications where they can contribute up to 60 percent of revenue, it's easy to see why. |
| 6/4/2010 |
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Study Predicts Growth in Customer Care Market
According to a recently released IDC study, the continued strength of the global economy will result in an improved market opportunity for customer care services in the near term, followed by solid growth from 2005 to 2009. |
| 11/02/2005 |
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Selection of a Call Center
As the role of the contact center evolves, the transactions performed by a contact centers are evolving as well, ranging from taking orders, responding to marketing campaigns and more education interactions with customers. |
| 5/17/2005 |
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The Direction of BPO
The Business Process Outsourcing (BPO) is now a well-accepted phenomenon within the business community. |
| 4/20/2005 |
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Cross-selling and Up-selling Existing Customers
According to Data Monitor - a leading market research group, this will invite additional spending in analytical CRM. Specifically in North America, where the possibility of further deregulation, and initiatives to encourage competition in telecom, will place a premium on customer retention |
| 2/28/2005 |
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Selecting the Right Business Model
Internet has a profound impact on our Business life and it has changed the operating paradigm for all industry segments. This includes the way our buyers purchase services from us and how we invest in our business, operate it and generate operating margin. |
| 1/21/2005 |
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The Ins and Outs of Outsourcing
"You can paint it any color," Henry Ford proclaimed in 1908, as he showcased the Model T to a group of skeptical onlookers. Eventually, it became America’s first mass produced automobile, and over the next 19 years Ford built 15 million cars with the Model T engine. |
| 9/7/2004 |
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