This case study illustrates the new age of business process outsourcing relationships, where providers act as strategic partners, helping clients excel in performance and efficiency as their business grows.
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Cities Respond to Demand for Bilingual 311 Services
As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving citizens who primarily speak Spanish. According to the United States...
US Speech Patterns White Paper
Where could these slow talkers be calling from? New research from the Marchex Institute has identified the states with the slowest talkers (measured by words per minute) in the U.S.
Datamark - Contact Center
DATAMARK Decision Matrix
Many companies reach a point where they realize their back office process management solutions are outdated, inefficient and held back by old technology and legacy software systems.
311 Call Centers-More Than a Call Away
http://insights.datamark.net/call-center-insights/after-two-decades-non-emergency-311-services-are-more-than-just-a-call-away Municipal 311 programs have grown wide-ranging, comprehensive, and often
The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities
After 20 Years of 311—Where Are We Today?
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...
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...
Five Contact Center Trends to Watch in 2017
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...
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...
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...
Top 10 Reasons to Outsource Your Call Center
Check out our infographic below! Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center...
New Study Reveals Contact Center Challenges and Priorities
High attrition rates, department silos and insufficient self-service capabilities are among the top challenges faced by contact centers today, according to new Strategic Contact survey findings...
About DATAMARK Part 1
Let's take a look at the people that have helped to expand DATAMARK, Inc DATAMARK, Inc. http://www.datamark.net/ Call: 800-477-1944 Email: info@DATAMARK.net Address: 123 W. Mills Avenue Suite 400 E
How Call Centers Trigger Customer Rage
The contact center cliché, “Your call is important to us, please hold,” and other platitudes only serve to irritate callers who reach out to customer service, according to the 2015 Customer Rage...
Call Center Glossary
Measured by Google searches, “call center” still remains the average person’s preferred term to describe organizations that provide customer care — even though much of the interaction between...
2015 Holiday Season Outlook for Customer Service
Contact Centers Prepare for a Blockbuster Shopping Season In the call center business, we know it’s never too early to start preparing for the 2015 holiday season. And consumers are no different....
Infographic: Contact Center Technology Trends
Cloud platforms, gamification, social media CRM, artificial intelligence … Sometimes it’s hard to wrap your head around every available technological solution designed to improve contact center...
eBook Preview: Contact Center Outsourcing: An Executive Toolkit