Locating Contact Centers in the New Normal
The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers.
Gone may be the days where contact centers were almost...
Is Outbound Telesales Making a Comeback?
The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images...
The Outsourcing Decision
Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this option is for those of us running contact centers. While...