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 ...

Since the term “globalization” came into existence, the business world has experienced drastic changes. Several new organizations and companies have emerged which have successfully been able to expand ...

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 ...

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 ...

Customer service is king, and growing your business is a top priority. Likewise, your reputation is an asset as well, and one that you highly value. As a business owner, you have relied on a sales ...

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 ...

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 ...

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 ...

Call center services are a mainstay in the outsourcing industry, thus it is hardly surprising that when broadcasting network, NBC, released the pilot for Outsourced, the show that it terms, ‘at once ...

While much of the criticism of outsourcing has focused on the loss of jobs in the United States, more people are complaining about poor customer service. A 2004 study of more than 600 customers by ...

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 ...

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 ...