Multi channel contact center challenges keep rising

Today customers have various media through which they express their disappointment and discontent. The major challenge of contact centers is to provide inexpensive customer service. Multi channel contact centers are adopting new modes of customer service options ranging from mobile, email, chats, text, and now the mushrooming social media. This will drive customer satisfaction. Upcoming […]

Ties with US-based contact centers help companies build up its customer base

There are numerous benefits associated with outsourcing customer service functions to US-based contact centers. Establishing a relationship with such a facility provides the company‚Äôs customers 24-hour access to support. A loyal customer base is essential for the growth of any company. This type of service boosts customer loyalty and fortifies the strength of their ties […]

5 tips that can improve management of contact centers

Management is necessary in any process and contact center is no exception. Operations in a contact center should be managed wisely and effectively to obtain results. A good management can generate better operations while an incompetent management can break operations. An in-depth analysis of contact center management from various angles elicits five tips that will […]

GII Publishes 3 reports on Contact Centers

Firms are realizing the increasing influence that customers have when interacting with the companies. This huge potential is being tapped by effectively changing the strategies and operations of contact centers. This change is reflected in the improvement of knowledge management tools, moving to cloud infrastructures as well as using advanced IVR analytics. Global Information Inc […]

How to use multi-channel contacts in a contact center effectively?

Until a few years back, customers used telephone as the most convenient medium to get in touch with call centers. But a lot has changed in recent years. Today, with advancements in technology every fraction of a second, customers are exploring new touch points to get in touch with contact centers. Customer today use different […]

Trendspotting: 7 key trends in HR Outsourcing

Gone are the days when organizations could overlook outsourcing and treat it as a cost saving measure. What started off as a cost reduction attempt is now being looked at as a strategic initiative to add value and provide the organization with agility and flexibility to encounter the fast changing business environment. The Business Process […]