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  • Introducing: Five Steps to Reduce Contact Center Turnover

    Introducing: Five Steps to Reduce Contact Center Turnover

    High attrition doesn’t have to be a given in contact centers. With a proactive strategy, contact center service providers can keep annual turnover rates in the single digits, as DATAMARK has done.

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  • Press Release: DATAMARK Among the 20 Most Promising Contact Center Technology Providers for 2017

    Press Release: DATAMARK Among the 20 Most Promising Contact Center Technology Providers for 2017

    CIOReview Magazine features DATAMARK on the cover of its 2017 contact center technology special edition.

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  • Establishing the Top Deliverables for Your Contact Center Services Provider0:33

    Establishing the Top Deliverables for Your Contact Center Services Provider

    So, what are the most important deliverables expected from the contact center? The answer will always be: “it depends.” Companies’ internal culture will establish goal priorities—maybe the top priorit

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  • Establishing the Top Deliverables for Your Contact Center Services Provider

    Establishing the Top Deliverables for Your Contact Center Services Provider

    How does a company determine the performance of its outsourced contact center operations? It all begins with a clear understanding of what deliverables are expected from the contact center...

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  • IT-BPO Industry in India Prepares for a Future of Intelligent Automation

    IT-BPO Industry in India Prepares for a Future of Intelligent Automation

    As process automation and other digital innovations shake up the information technology and business process outsourcing (BPO) sectors, India’s leading IT-BPO industry group is looking to prepare...

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  • 311 Maturity Model

    311 Maturity Model

    To help cities determine where their 311 program stands, DATAMARK has developed a four-level 311 Maturity Model to describe the typical growth path of 311.

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  • Chatbots Strike a Chord With Consumers

    Chatbots Strike a Chord With Consumers

    Today’s chatbot experience shows the technology still has a long way to go before it replaces contact center agents. But as with anything involving computing, expect chatbot help to get better and bet

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  • Improve Efficiency with Paper-Free Business Processes: How to Get Started

    Improve Efficiency with Paper-Free Business Processes: How to Get Started

    Many organizations, particularly large enterprises that deal with thousands of documents a day, are reaping benefits by scanning inbound paper as soon as it arrives and placing it in a digital...

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  • The Price of Poor Customer Service

    The Price of Poor Customer Service

    Almost Half of Consumers Won’t Hesitate to Jump Ship if Brands Don’t Deliver an Excellent Customer Service Experience Nearly one in two customers won’t hesitate to abandon a brand if a company...

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  • Major U.S. Insurance Company Struggles with Rapid Growth - Case Study

    Major U.S. Insurance Company Struggles with Rapid Growth - Case Study

    The company recognized that its core competence was property and casualty insurance, not the management of mailrooms, paper documents and related business processes. Company executives understood that

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  • Five Steps to Reduce Contact Center Turnover

    Five Steps to Reduce Contact Center Turnover

    It’s no secret that being a contact center agent is a challenging job. To last in the industry, customer service representatives (CSRs) and others who handle calls, emails and social media...

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  • 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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  • Location Analysis White Paper

    Location Analysis White Paper

    This paper provides and overview of key attributes, benefits, and risks for each location relative to the united states.

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  • Cities Find Big Value in 311 Apps

    Cities Find Big Value in 311 Apps

    Residents resolve non-emergency issues at the touch of a button Across the U.S., cities of all sizes have adopted 311 mobile apps as part of their 311 non-emergency hotline programs, typically...

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  • Are You a Digital Mailroom Trailblazer?

    Are You a Digital Mailroom Trailblazer?

    Many companies struggle to transform paper-based business processes to digital Most businesses have established a proactive effort to manage inbound information arriving through multiple channels,...

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  • Cities Respond to Demand for Bilingual 311 Services

    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...

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  • US Speech Patterns White Paper

    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.

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  • Philippine – U.S. BPO Relationships Will Endure, Despite President Duterte’s Tough Talk

    Philippine – U.S. BPO Relationships Will Endure, Despite President Duterte’s Tough Talk

    Nervous leaders of the Philippine business process outsourcing (BPO) industry requested a meeting with President Rodrigo Duterte to discuss his controversial announcement of a “separation” from...

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  • DATAMARK Decision Matrix

    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.

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  • Digitizing Paper Documents is a Sure Bet for the Casino and Hospitality Industry

    Digitizing Paper Documents is a Sure Bet for the Casino and Hospitality Industry

    Today, every type of business is doing its best to move at digital speed, and those in the casino and hospitality industry is no different. But despite efforts to shift to digital forms and...

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