We just came out of one of the best economies in history, but we now face a recession brought on by the COVID-19 pandemic crisis. Even if there were a V-shaped curve to the recovery, it would not ...

Contact centers benefit from software-defined wide area networks (SD-WANs) in a myriad of ways, from simplifying network architecture and reducing costs to enhancing the customer experience. Knowing ...

The coronavirus pandemic has upended our communities, resulting in record-breaking numbers of businesses closing their doors and surging unemployment rates. But even in the midst of this unprecedented ...

More and more call center jobs are headed for foreign shores these days, analysts say. But could an emerging staffing alternative – and technologies to match – keep a percentage of those around here?

Should you outsource your call center to an offshore call center? Examining some strengths and challenges of implementing an offshore call center. Should you outsource your call center and implement ...

The coronavirus (COVID-19) crisis has forever changed how call centers think about maintaining business continuity -- from managing agent resources and having the right technology in place, to shoring ...

When companies began adopting home based models, the goal was to reduce costs within the company by encouraging flexible work sites and times, while reducing overhead costs. A goal much attuned to the ...

Office Depot is in the process of shutting down nearly all its internally operated call centers and shifting the load to outsourcers – in particular, outsourcers who use home-based agents. The office ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

At the best of times, a customer service team is an important part of a business’ retail strategy; during the pandemic, it has become critical for success. Shoppers are purchasing in new ways and ...