David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...

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 ...

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.

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 ...

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 ...

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 ...

CosmoCom's CosmoCall Universe (CCU) is a multi-tenant call-center solution that sits at the Call Center service provider's premises. Agents can be located at the customer's premises or fully ...

This story is free to read because readers choose to support LAist. If you find value in independent local reporting, make a donation to power our newsroom today. Listen 3:53 Maureen Quigley-Hogan is ...

Patient experience, customer service, patient satisfaction scores and value-based performance are now part of hospitals' and healthcare providers' everyday vocabulary. Value-based care is pushing ...

The Dollar Thrifty Automotive Group, parent of the Dollar and Thrifty car rental firms, has tapped PRC, a customer relations firm, to handle its call center support services beginning in April. Under ...