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Cloud and Mobile Become Major Influencers in the Contact Center

By Clayton Browne The contact center industry is starting to experiment with new business models and customer interaction methods which could profoundly change the way outsourcers delivery services to clients. The economic slowdown of the last few years actually accelerated ...

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First Call Resolution: How to Define, Measure and Improve

First Call Resolution: How to Define, Measure and Improve

It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment.  First Call Resolution (FCR) has been and remains the #1 driver of customer satisfaction.

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Aegis Opens Contact Center in Lima With 800 Initial Employees

DALLAS, TX and MUMBAI, INDIA, Jun 14, 2012 (MARKETWIRE via COMTEX) — Aegis, a global leader in Business Process Outsourcing and part of the $27 billion Essar Group, announced that it has moved into Peru and inaugurated a new contact ...

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