Call Center 101
When people subscribe to Connections Magazine, they are asked if they are an in-house or an outsource call center. I am surprised at how frequently … Read more
Outsourcing Articles
The Metric That Matters: Understanding Cost per Sale vs. Cost per Hour in the Teleservices Industry
By Arthur W. Conway In today’s highly cost-conscious business environment, companies seeking to utilize teleservices strategies to acquire or service customers are meticulously scrutinizing pricing … Read more
Multi-Corporate-Culturalism: Map to Innovation
By L. Claire Rudyk Multi-corporate-culturalism. In the contact center business, we experience it all the time. So how can multiple corporate cultures coexist happily and … Read more
Outsourcing Customer Satisfaction
By Patrice Gilles If you outsource your contact center operations, there are three keys to success. These apply regardless of whether the center is inbound … Read more
Successful Call Center Utilization
By Matt Harless Today’s businesses are stressed out. Economic realities have created yet another new business model. It’s more necessary than ever to devise ways … Read more
To Outsource or Not to Outsource
By William McKinney, Theresa Enebo, and Michael Ringman Outsourcing and offshoring are two words that have become staples in household conversations across the United States … Read more
Outsourcing Fundamentals
By John Bartholomew We’ve come a long way since the days of colonial America, where outsourcing meant having horseshoes forged by the village blacksmith while … Read more
Are You Ready for Outsourcing?
By Amelia LaRoche When should your company’s internal call center seek a partner? The lure of an external contact center’s 24/7 availability, glossy brochure showing … Read more
Broker Facilitates Strong Call-Center-Client Partnerships
By Chris DeLambo As one of the leading credit card providers offering Visa and MasterCard credit cards serving the non-prime U.S. market, Premier Bankcard’s marketing … 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