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Contact Center Outsourcing Feature Articles

Contact Center Looking at Big Changes
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
With Outsourcing Fading, Millennial Workers are Looking Better
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
Outsourced Contact Centers Staffers Need Encouragement
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
Contact Centers See Trends Developing
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
Health Provider 'Insources' inContact
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
Call Centers Strengthen Social Media Outreach
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Flexible Hours Make Workers More Productive
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
Contact Center Workers Benefit from Better Headsets
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
Insurers Eye Contact Center Streamlining
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
Even Outsourced Workers Need to Feel Appreciated
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
Are You Reaching ALL Your Media Choices?
In these days of multichannel marketing, omnichannel customer support and social media engagement, any isolation in the customer support process simply isn't cutting it.
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