Cloud and Mobile Become Major Influencers in the Contact Center
February 6th, 2013By 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 this process, as contact centers discovered the potential of software-based data analytics to maintain their margins and deliver improved brand management. The fact is that transitioning to cloud-based operations, developing mobile customer service capabilities and implementing robust workforce optimization suites have all moved from the back burner to front and center in 2013.
First Call Resolution: How to Define, Measure and Improve
July 17th, 2012By Rosanne D’Ausilio
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.
Aegis Opens Contact Center in Lima With 800 Initial Employees
June 15th, 2012DALLAS, 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 center in the city of Lima.
The company, with headquarters in Mumbai, India, plans to hire over 800 employees in the first stages and aims to reach a headcount of 2,000 in the second year.
The site, equipped with top-of-the-line technology and strategically located in the historical center of Lima, has three floors which include call center floors with over 300 positions, meeting, training and recruitment rooms and sections for Administrative employees as well as break rooms.
Aparup Sengupta, Managing Director and Global CEO, Aegis, said, “We chose to grow in Peru for its ease of doing business, skilled labor market and economic and political stability. We are happy to become part of …
