Category: Blog

It’s nearly impossible to get customer service these days without waiting in line, on hold, or for a technician to show up within an eight-hour window. But now companies are promising shorter wait times, 24-hour access and other privileges – to those customers willing to pay for it.

As a call center professional, you have come to expect, accept, and perhaps even thrive on the fact that this is an ever-changing business environment. This is a world where getting to the end of your task list is something similar to reaching the end of the rainbow to find the pot-of-gold. For many of us, […]

Book Review Kelly McDonald reveals diversity marketing strategies and how to approach different demographics in her new book, HOW TO MARKET TO PEOPLE NOT LIKE YOU: “Know It or Blow It” Rules for Reaching Diverse Customers. McDonald introduces diversity marketing by targeting those who are different from a core audience, rather than those who share […]

The rise of Mexico as an sourcing destination should come as no surprise, but the next few years will determine whether the country has the right vision and the right strategies to cultivate new sourcing centers in under-developed, but potentially fertile BPO pockets.

Talk to anyone in the software industry and in less than 5 minutes you will hear the phrase ‘social media’. Whether it’s accelerating revenue cycles, improving employee relationships or providing customer service, social media is the new elixir. Companies are manning Twitter tags and gearing up their Facebook sites in the quest to have better […]

It’s the annual review of your business and your Contact Center plans for the upcoming year. First, recognize that the process can be positive! It allows people to discuss what was successful and maybe what needs to be improved. Perhaps it even gives managers and staff an opportunity to even cut through any bureaucracy and […]

Leading internet firms have set 6 June as the World IPv6 launch day. IPv6 is the new net address system that replaces the current protocol IPv4, which is about to run out of spaces to allocate. Web companies participating in the event have pledged to enable IPv6 on their main websites from that date.

The financial reasons for the huge growth of cloud services seem crystal clear: cloud computing simply allows us to pay for what we need only when we need it, right? But the truth is, companies adopting cloud computing often miss the risk and depth of change needed to embrace a cloud economics model as they […]

Some historians argue that Kodak’s 1989 decision to outsource most of their operations was the watershed moment for the outsourcing industry, and certainly many other large companies jumped on the outsourcing bandwagon shortly after that. And for the next decade or so the question was not whether to outsource, but what and how much to […]