offshoring
Why Inshoring is the New Offshoring
July 18 by Mitchell OsakGetting more out of Information Technology (IT) has moved to the top of every corporate agenda. Large, global companies have reached a wall where they cannot be improve their customer experience or...
Offshoring to India -- No Longer a Smart Strategy?
August 06 by Mitchell OsakFor North American companies looking to stay competitive, outsourcing some or all of their back-office business operations to India has achieved the status of dogma. However, in the past couple of y...
Luster of Call Center Offshoring is Fading, But Are At-Home Agents The Answer?
March 22 by Brian CantorContact center outsourcing is nowhere near as obsolete as many critics allege, but it is decidedly less debatable that the practice has at least somewhat lost its luster. In an era overrun with co...
Homeshore vs. Offshore: Who Will Clinch the Title in 2011?
January 06 by Rob DuncanFor the past decade, U.S.-based call centers have battled against the perception that outsourcing customer service to offshore facilities was the best business decision. Following the 2001 recessio...
Contact Centers in Asia
November 17 by Customer Management IQAsia has long been a destination of choice for organizations looking to offshore their contact centers. Yet, the phenomenal economic growth seen within the Asian market, and in particular India and...
Driving Up Average Handle Time and Self-Service At Sabre Holdings
April 21 by CCW Digital EditorIt might sound strange that an increased average handle time helped Sabre Holdings cut customer service costs. If you don’t believe us watch this video case study delivered by Jean Shaw, Vice...
#4 Call Center Power Player Panel: Outsourcing and Offshoring--What's the ROI?
April 02 by Blake LandauThe on-shoring vs. off-shoring conversation is an old one for most of us—but what you don’t know about recent trends in off-shoring and outsourcing will hurt you. In a series of Custo...
Part 1 of the Power Player Panel Series
March 10 by Blake LandauIn this exclusive panel featuring some of the major power players at Customer Management IQ we address tools to achieve C-level buy in for the call center. These four women, accomplished and famous...
Tim Searcy, CEO of the ATA, Addresses the Latin American Call Center Industry
February 24 by Blake LandauTo be successful, you can’t just think locally; you have to think internationally. The Latin American countries on the radar of the ATA and call centers everywhere include the Dominican Republ...
Tim Searcy Answers the Call at the 2009 American Teleservices Association's Convention
October 21 by Blake LandauAmerican Teleservices Association (ATA), a trade association devoted to the call center industry, is dedicated to informing, uniting and advancing the industry. Their annual convention gathers the c...
What is the Business Case for Bringing Jobs Back to the U.S. and Creating Greater Profitability?
September 22 by CCW Digital EditorIn this keynote presentation Joseph Jacoboni of Contact Centers of America discusses the importance of "onshoring." The onshoring of call centers is an important and lucrative investment. Offshor...
Bringing Call Centers Home: The Business Case for Onshoring
July 13 by Joe JacoboniThe call center industry has transformed and evolved over the last decade, away from the focus on customer service and customer satisfaction, to bottom line revenue and outsourced services. Not surp...