Outsourcing is becoming a more and more popular practice in the business environment these days- contracting with an outside team or...

What we know as Call center co-sourcing is when a company has some agents working in-house and some working for an external service...

Salaries and rewards are one of the largest costs of every company, and are often the most difficult to control. But changing...

If you decided that you want to outsource, you have internal processes that are functioning well, and outsourcing seems the next logical...

Customer interaction on social media is an important component of a robust customer service plan for most businesses today. If you aren't...

Outsourcing isn't just for big companies — despite the stereotype of the jack-of-all-trades small business owner, more and more small...

Small businesses often work on tight margins. As a result, startup owners are always on the lookout for growing the revenue to sustain a...

Three imperatives topped the list when 140 companies assessed their customer service performance across key activities. Here’s how to get...

Amid a tech talent gap, many companies have turned to outsourcing IT talent to complete tasks such as big data preparation and...

We saw a lot of changes to the call center and customer experience landscape in 2017. Cloud communications and virtual agents were on the...