Outsourcing Your Call Center: When to Implement this Valuable Strategy
From VendorSeek.com
According to FierceVoIP, United Airlines was forced to make a key customer-service decision in 2002. A major restructuring forced the company to consider outsourcing its call center to slash operating costs. United chose a hybrid model, linking both in-house and outsourced call centers. The final result: 75 percent of centers were outsourced, with three major centers remaining in-house. The question that drove these changes: where is the work done best? Read the full article >>
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