Maureen Quigley-Hogan is the next generation of call center worker. Wearing pink slippers and sitting at her desk in her home office in Virginia, she takes a call from a woman in New Jersey who has a ...

Thomas Friedman's The World is Flat was one of a number of best-selling books published in 2005 that looked at globalization. One of the most significant trends in this new global economy is ...

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 ...

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 ...

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 ...

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 ...

CosmoCom's CosmoCall Universe (CCU) is a multi-tenant call-center solution that sits at the Call Center service provider's premises. Agents can be located at the customer's premises or fully ...

Inforonics – As companies grow, dealing with that growth can be quite an ordeal to manage. An increasing volume of orders can be a strain on staff. For technology companies, this problem is twofold: ...

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 ...

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 ...

Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...

It was just two weeks ago that I wrote about Frontier Airlines choosing to do its call center in-house for service delivery reasons. Now AT&T appears to be doing the same thing with the technical ...