Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

For many companies, staffing and managing an internal call center can be a challenging and costly part of their direct-to-customer businesses – representing as much as 3% or more of net sales. An ...

David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...

Even if you have a well-oiled, in-house call center, there are many benefits of outsourcing certain aspects of it, if not the entire operation. When was the last time you re-examined exactly what this ...

The holiday crunch time is almost here, and your contact center needs to be ready. In previous columns we’ve looked at seasonal staffing alternatives such as shared staff arrangements and local ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

In early 2001, after renovations to its obstetrics unit, New York Hospital Queens faced a dilemma: Patients unaware that the new facility was complete were going elsewhere to give birth. "We had to be ...

Expedia Corporate Travel recently revealed plans to bring some of its call center functions back to the U.S. from Manila, Philippines, where they had been handled by PeopleSoft. That decision closely ...

PADUCAH, Ky.--(BUSINESS WIRE)--CSI, a leading provider of end-to-end fintech and regtech solutions, announced today the launch of its new Call Center, an outsourced customer service capability ...