Tuesday - June 9, 2009
Sarah Betesh's career in customer service began in box office call centers at venues such as the Walnut Street Theater in Philadelphia. She moved on to Tickets.com and
Vertical Alliance, at one point becoming a call center manager. However, in spite of her success, Betesh left her call center career behind in 2003. She now teaches autistic children at a middle school in Bucks County, Penn. The high stress levels she experienced in the call center environment left her feeling burned out.
[More...]
Monday - June 8, 2009
Not that long ago, the outsourcing of customer service to home-based agents was a small niche category, viewed as not quite on par with a bricks-and-mortar call center operation. For a number of reasons, that perception is changing -- starting with the lower costs involved and ending with the growing number of quality providers that have highly qualified staffs on hand.
[More...]
Friday - May 8, 2009
Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to reduce the level of service and support they extend to customers.
[More...]
Monday - April 6, 2009
Right now, about 2 percent of the contact center infrastructure market uses Software as a Service, said inContact CEO Paul Jarman, citing research by Gartner. That statistic seems reasonable, given that the contact center infrastructure space has traditionally been dominated by on-premise players -- but Jarman hopes to change that.
[More...]
Tuesday - February 24, 2009
Shrinking client pools, lack of access to credit and competition from offshore destinations are squeezing some business process outsourcing service providers in the United States. With declining revenues come cheaper valuations. This creates opportunities for other entrepreneurs seeking to expand their outsourcing business quickly through acquisitions.
[More...]
Thursday - February 5, 2009
The home-agent contact center model has undergone a metamorphosis in the last few years. A few short years ago, it was the refuge of small companies that couldn't afford to outsource operations to typical brick-and-mortar contact centers, said Alpine CEO Christopher Carrington. However, larger companies are increasingly drawn to the model.
[More...]
Friday - January 23, 2009
It's no secret that customers aren't buying much these days. The economic engines have locked and stalled, leaving businesses everywhere in freefall. While companies around the globe are jettisoning anything they can to slow the descent, none are ditching CRM. In fact, CRM may be the last remaining parachute: a fact realized during earlier turbulence.
[More...]
Tuesday - November 18, 2008
What mistakes will cause emergency communication systems to undergo excessive stress or possibly fail in a disaster, and what steps should be taken to improve performance? One of the biggest challenges for emergency communication centers is the wide range of situations that require responses.
[More...]
Thursday - November 13, 2008
Credit card fraudsters beware: Victrio might be tracking you. The Mountain View, Calif.-based company recently released a new system aimed at identifying, analyzing and storing the voiceprints of identity thieves. "We're building a nationwide database of bad guys' voiceprints," said Victrio's founder and CEO, Tony Rajakumar.
[More...]
Monday - October 27, 2008
Sure, Web-based chat applications on your site represent a leap in customer service and sales technology. But let's not forget that the brick-and-mortar standards still apply. If an end user is comfortable and finds your online rep trustworthy and predictive of his or her needs, the opportunities increase exponentially.
[More...]
See More Articles in Operations Section >>
Headline Feeds
Get Business and Technology News Alerts
