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 ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

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 ...

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 ...

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 ...

The following companies reached tax credit agreements with the state, and the ranking is based on the number of jobs those companies promised to create in those agreements in exchange for tax breaks, ...

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 ...

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 ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

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 ...