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 ...

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 ...

LONDON--(BUSINESS WIRE)--Technavio has been monitoring the call center outsourcing market, and it is poised to grow by USD 13.54 bn during 2019-2023, progressing at a CAGR of 3% during the forecast ...

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 ...

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 ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

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 ...

Last October, I wrote about mounting consumer dissatisfaction with offshore call centers. I suggested that some companies would come to the realization that they could differentiate their company ...

Internet service provider EarthLink is laying off most of its call center employees and outsourcing the work to domestic and overseas companies, in an effort to cut costs. The company on Tuesday said ...