Contact Center Insights

News, Issues, & Trends in Call Center Outsourcing

  • Millennials and Brand Loyalty: Statistics That Will Make You Want To Improve-and Possibly Outsource-Your Contact Center

    Millennials and Brand Loyalty: Statistics That Will Make You Want To Improve-and Possibly Outsource-Your Contact Center

    An insightful and factual look at how millennials are driving different industries to change the way they operate their contact centers.

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  • "Do You Speak Spanish?"- The Data Shows the Need for Bilingual Contact Center Agents

    "Do You Speak Spanish?"- The Data Shows the Need for Bilingual Contact Center Agents

    DATAMARK, Inc., has been employing bilingual agents since 1990.

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  • The $700 Billion Freight Industry: How Partnering With a BPO Specialist Can Help Freight Companies Compete For Revenue

    The $700 Billion Freight Industry: How Partnering With a BPO Specialist Can Help Freight Companies Compete For Revenue

    When $700 billion is at stake, how can these businesses compete for customers while adapting lean systems

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  • Why Contact Centers Are Part of the Branding for Companies

    Why Contact Centers Are Part of the Branding for Companies

    In order to remain relevant amongst a myriad of brands, technology companies need to craft a competitive niche and build reliance with its customers.

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  • Contact Centers Can Help Banks Open New Doors of Opportunity While Closing Physical Ones

    Contact Centers Can Help Banks Open New Doors of Opportunity While Closing Physical Ones

    As mobile technology continues to grow for banking customers, allowing them to refrain from tending to their banking needs in person, the number of closures of physical bank branches are expected to g

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  • The Five Reasons Pharmaceutical Companies Should Outsource

    The Five Reasons Pharmaceutical Companies Should Outsource

    For public health to continue to progress and improve, pharmaceutical companies need to invest their time, money and efforts in what they do best; developing medicine by completing the necessary ...

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  • Multi-channel vs Omni-channel in Contact Centers

    Multi-channel vs Omni-channel in Contact Centers

    Two of the hottest terms in the call center business right now are “Multi-channel” and “Omni-channel.” These phrases are consistently popping up whenever the subjects of customer service and the custo

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  • 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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