Outsourcing

In all my years in the field of contact center leadership, I have seldom witnessed a more challenging time to recruit and retain customer service agents. The difficulties brought on by the COVID-19 pandemic,...

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...

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...

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...