Case Studies

By Scott Newman Transparent BPO recently undertook a serious initiative: to deploy 850 brick-and-mortar contact center agents to a work-from-home (WFH) environment. With captive contact … Read more

By Rick Burkett If you were to ask the average person on the street to describe their idea of a call center, you’d probably hear … Read more

By Jim Iyoob Although an Internet presence has the power to revolutionize an industry, many companies are finding that customers are leaving their websites without … Read more

By Candy Mizer The United Kingdom’s South Gloucestershire Council was created in 1996 as part of the country’s plan for the organization of local government. … Read more

By Matt Jackson and Shannon Curley The art of unlocking the potential of a country for call center operations can be directly tied to the … Read more

As shared by Kevin Ryan and Chuck Boyce The Voice over Internet Protocol (VoIP) has become a force that must be reckoned with for each … Read more

By Joanne Lowy As the Spanish-speaking market inside and outside of the U.S. continues to becomes more lucrative, companies are looking for more efficient and … Read more

By Trevor Readinger For most call centers, there’s a delicate balance between meeting service level and efficiency goals and ensuring that employees are satisfied with … Read more