Tag: outsourcing
Are There Better Ways to Staff the Contact Center?
Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...
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...
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...
Customer Perception: Offshore vs. America
In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
