Since the term “globalization” came into existence, the business world has experienced drastic changes. Several new organizations and companies have emerged which have successfully been able to expand ...

Thomas Friedman's The World is Flat was one of a number of best-selling books published in 2005 that looked at globalization. One of the most significant trends in this new global economy is ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

Expedia Corporate Travel recently revealed plans to bring some of its call center functions back to the U.S. from Manila, Philippines, where they had been handled by PeopleSoft. That decision closely ...

The holiday crunch time is almost here, and your contact center needs to be ready. In previous columns we’ve looked at seasonal staffing alternatives such as shared staff arrangements and local ...

Customer service is king, and growing your business is a top priority. Likewise, your reputation is an asset as well, and one that you highly value. As a business owner, you have relied on a sales ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Maureen Quigley-Hogan is the next generation of call center worker. Wearing pink slippers and sitting at her desk in her home office in Virginia, she takes a call from a woman in New Jersey who has a ...

Call center services are a mainstay in the outsourcing industry, thus it is hardly surprising that when broadcasting network, NBC, released the pilot for Outsourced, the show that it terms, ‘at once ...

Internet service provider EarthLink is laying off most of its call center employees and outsourcing the work to domestic and overseas companies, in an effort to cut costs. The company on Tuesday said ...

Last October, I wrote about mounting consumer dissatisfaction with offshore call centers. I suggested that some companies would come to the realization that they could differentiate their company ...