A Place to Call Home: Finding the Ideal Contact Center Location
By Miguel A. Ramos When my team went scouting for a new customer contact center, we took our checklist of “must have” attributes with us. … Read more
Offshoring Articles
Finding Success Between Shores
By Dilip Barot Today, business decision-makers have more choices for outsourcing call center operations. From onshore to offshore to nearshore, there is no shortage of … Read more
Onshore or Offshore: What Makes Sense and What Doesn’t
By Ahmed Refky Offshore outsourcing is a proven phenomenon that makes business sense in terms of cost and efficiency and is a reality in all … Read more
How Companies are “Reverse Shoring” to Improve Customer Service
By Mark Wilson The economic slowdown forced U.S. companies to examine ways to reduce costs, streamline operations, and return to profitability. As a result, many … Read more
Bringing Call Centers Home: The Business Case for Onshoring
By Joe Jacoboni The call center industry has transformed and evolved over the last decade; it has moved away from a focus on customer service … Read more
Survey Reveals Shift of Business from Off-Shore to Domestic Teleservices Firms
Survey results revealed during the American Teleservices Association’s Annual Convention and Expo show that U.S. companies that outsource teleservices shifted a substantial portion of their … Read more
VoIP and the Offshore Industry
By John Sung Kim Within the last couple of years, VoIP (voice over IP) has received a lot of buzz in both the main- stream … Read more
I Predict…
By Peter Lyle DeHaan, PhD It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. … Read more
Are You In or Out?
By Peter Lyle DeHaan, PhD Since you are reading this column, it is highly likely that in some way or manner, you are in the … Read more
Offshore Outsourcing: Can’t Beat ‘Em? Then Join ‘Em.
By Eric Miller In these rapidly changing outsourcing times, has offshore outsourcing become more than just another alternative? Has the adoption of offshore outsourcing become … Read more