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Call Center Insights

News, Issues, & Trends in Call Center Outsourcing

  • Four Reasons Utilities Should Outsource Customer Care

    Four Reasons Utilities Should Outsource Customer Care

    With deregulation of markets in many areas across the U.S., competition is heating up for players in the utility sector. Electricity, gas and water providers are competing on the basis of costs,...

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  • Importance of Strategic Evaluation of Business – Datamark

    Importance of Strategic Evaluation of Business – Datamark

    In order to be successful as a business owner, it is critical to have a strategy in place to help achieve your goals. Your strategy needs to consist of a clearly defined mission and purpose, as...

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  • Contact Center Outsourcing – Datamark

    Contact Center Outsourcing – Datamark

    As your business continues to grow, outsourcing services are there to help you keep up with customer service demands. Social media usage is on the rise, and more people are using mobile devices to...

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  • After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    311 Programs Incorporate Multichannel Customer Contact Centers, Web Portals and Mobile Apps Back in the day, when you needed the city to come fix the pothole on your street or clean up some...

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  • Contact Center Management: Five Qualities of Top Performing Team Leaders

    Contact Center Management: Five Qualities of Top Performing Team Leaders

    If you are looking to outsource your company’s contact center services to save money and improve performance, it’s important to examine the provider’s contact center management structure, from the...

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  • Seven Creative Ways to Boost Contact Center Motivation and Morale

    Seven Creative Ways to Boost Contact Center Motivation and Morale

    Salaries, bonuses, incentives and other benefits found in a paycheck will attract agents to contact center jobs. But money alone won’t keep agents happy and motivated day after day for the long...

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  • Six Tips for Customer Self-Service

    Six Tips for Customer Self-Service

    Companies with a reputation for excellent customer service know that many customers prefer to bypass the call center and solve problems on their own. An often-cited Forrester Research study found...

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  • Phone Fraud Attacks on Call Centers Continue to Grow

    Phone Fraud Attacks on Call Centers Continue to Grow

    Phone fraud attempts against call centers continue to rise, and companies are responding with sophisticated tools to help identify suspicious calls. A typical phone fraud scenario involves a...

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  • Study: Contact Center Digital Channel Interactions to Surpass Voice by End of 2016

    Study: Contact Center Digital Channel Interactions to Surpass Voice by End of 2016

    These days, customers are turning more and more to non-voice channels when reaching out to companies’ contact centers for service. So much so, in fact, that the number of customer interactions...

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  • Facebook to Add Customer-Service Chat Bots to Messenger App

    Facebook to Add Customer-Service Chat Bots to Messenger App

    Facebook is anticipating a day when the 1-800 number will be a customer’s call of last resort. At its F8 developer’s event on April 12, the juggernaut social network is expected to announce the...

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  • Cloud Call Center Market is Booming

    Cloud Call Center Market is Booming

    Vocalcom leads in GetApp’s Q1 2016 ranking of contact center software providers The market for cloud-based contact center solutions continues to expand rapidly, as vendors add more features to...

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  • Millennials Can Be Loyal Consumers–but Only if Customer Service Comes Through

    Millennials Can Be Loyal Consumers–but Only if Customer Service Comes Through

    Millennials may not have the kind of buying power as the Baby Boomers, but that will change soon as today’s 20-and-30-year-olds enter their 40s. This is why companies want to wrap their heads...

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  • Study: Where the U.S.’s Fastest and Slowest Talkers Reside

    Study: Where the U.S.’s Fastest and Slowest Talkers Reside

    If providers of outsourced call center services see their average handle time (AHT) for calls creep up, it may be that “slow talkers” are affecting this key call center metric. Where could these...

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  • Industry Insiders Reveal Pain Points of Video Conferencing, Cloud Communications and Call Centers

    Industry Insiders Reveal Pain Points of Video Conferencing, Cloud Communications and Call Centers

    The B2B and B2C universe has shifted to a multichannel mix of communications, with communications software platforms and data centers in the cloud rather than hosted on-site. Companies offering...

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  • Study: Retailers Struggle to Deliver Consistent Multichannel Customer Service

    Study: Retailers Struggle to Deliver Consistent Multichannel Customer Service

    Twitter and Facebook have been around for a decade, and email much longer, yet companies still are delivering inconsistent customer service through those channels, according to a new study from...

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  • Case Study: Outsourced Call Center Services for a Loyalty Rewards Program

    Case Study: Outsourced Call Center Services for a Loyalty Rewards Program

    DATAMARK has released a new case study with a focus on call center operations for a loyalty rewards program. “Fueling Customer Service Excellence in Two Languages” highlights a joint venture...

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  • A Friendly Greeting Can Translate to Millions of Dollars for Call Centers

    A Friendly Greeting Can Translate to Millions of Dollars for Call Centers

    A friendly customer service agent and short wait times can pay off in a big way for sales-based call centers, according to “America’s Call Centers Revealed,” a new study from the Marchex...

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  • Download: Outsourced Call Center Strategic Checkup

    Download: Outsourced Call Center Strategic Checkup

    Executives who currently outsource, or are considering outsourcing call center operations, must be certain the arrangement will deliver high performance along with data security, process...

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  • Case Study: A Successful Transition to an Outsourced Call Center

    Case Study: A Successful Transition to an Outsourced Call Center

    When outsourcing call center operations, the transition to the service provider is a critical step that can keep executives up at night. Gnawing questions loom: Will there be any interruptions or...

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  • T-Mobile Customer Service is Tops Among Full-Service Carriers

    T-Mobile Customer Service is Tops Among Full-Service Carriers

    T-Mobile captured the highest ranking among wireless full-service carriers in the J.D. Power 2016 U.S. Wireless Customer Care Full Service Performance Study – Volume 1, released in early February....

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