Call Center Insights

News, Issues, & Trends in Call Center Outsourcing

  • The Importance of Data Analytics

    The Importance of Data Analytics

    Data analytics can both improve business income and provide ways to better serve their customers

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  • The Role of Artificial Intelligence in Modern Contact Centers

    The Role of Artificial Intelligence in Modern Contact Centers

    Possibly one of the biggest changes to rock the economy has been the rise of artificial intelligence.

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  • How Millennials are Breaking (and Changing) the Rules of Customer Experience

    How Millennials are Breaking (and Changing) the Rules of Customer Experience

    From chatbots to two-day shipping, the customer experience is giving way to the reign of Millennials.

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  • Maintain Your Brand Image When Outsourcing Your Contact Center

    Maintain Your Brand Image When Outsourcing Your Contact Center

    Language, location and training are elements that create a seamless extension of your brand Your products, services and marketing messages all work together to shape a brand image for your...

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  • Millennials’ Communication Habits Bring Change to Contact Centers

    Millennials’ Communication Habits Bring Change to Contact Centers

    Companies respond to a generation that prefers message apps over phone calls The generation that grew up with computers, smartphones and the Internet is the reason why the term “call center” is...

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  • Before Outsourcing Your Contact Center, Improve Your Processes

    Before Outsourcing Your Contact Center, Improve Your Processes

    A business engineering team can identify problems and design a process-improvement solution For many growing companies, there comes a point where the contact center’s key performance indicators...

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  • 311 Programs Improve Service to Citizens, But Cost is an Issue

    311 Programs Improve Service to Citizens, But Cost is an Issue

    Outsourcing helps cities control rising 311 costs. Thanks to innovative uses of mobile apps, social media and online self-help channels, cities of all sizes are enjoying success with 311...

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  • Contact Center Agents: What’s Important to Them

    Contact Center Agents: What’s Important to Them

    There is no doubt that being a contact center agent is a tough job. Day in and day out, agents must keep a positive and...

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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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  • 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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  • 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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  • 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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  • 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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  • 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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  • Top 10 Reasons to Outsource Your Call Center

    Top 10 Reasons to Outsource Your Call Center

    Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers.

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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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