Customer Contact Blog


BrendanRead
Posted by BrendanRead; on Mar 26, 2015
Views: 1275


A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.


MDeSallesPA
Posted by MDeSallesPA; on Mar 25, 2015
Views: 1195


Important questions to ask when considering whether to outsource your brand's customer care

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MDeSallesPA
Posted by MDeSallesPA; on Mar 18, 2015
Views: 907


Frost & Sullivan has noted in our interviews with leading market participants, a trend toward reducing the number of provider partners. This movement has been particularly acute over the last 3 years.…


MDeSallesPA
Posted by MDeSallesPA; on Mar 12, 2015
Views: 804


For contact center transactions, Frost & Sullivan defines Cost-to-Serve (CTS) as the total cost across all channels to resolve customer issues.


sloynd
Posted by sloynd; on Mar 12, 2015
Views: 1183


A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.


BrendanRead
Posted by BrendanRead; on Mar 02, 2015
Views: 1092


Category : Customer Contact

In the Chat's social media and SMS/text solutions


MDeSallesPA
Posted by MDeSallesPA; on Mar 01, 2015
Views: 1240


Guyana has a storied reputation in American minds. The question is whether it's a good destination for customer care outsourcing for calls from the U.S..

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ChrisKissel
Posted by ChrisKissel; on Feb 26, 2015
Views: 993


Cloud-based file sharing (CBFS) systems are an important data storage, data handling, and data security platform. CBFS allow data transfer between different divisions and regions and also between partners and contractors. CBFS improve collaboration. …


BrendanRead
Posted by BrendanRead; on Feb 25, 2015
Views: 1222


Category : Customer Contact

Support Interaction Optimization (SIO) enables a new and productive support level:"Level 1-Plus"


MDeSallesPA
Posted by MDeSallesPA; on Feb 17, 2015
Views: 2071


Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.


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