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Business process outsourcing (BPO) is generally the contracting of a specific business task to a third-party service provider. But more recently it has taken on a narrower focus, and in the world of technology it's become synonymous with contact centers. A BPO is usually implemented as a cost-saving measure for the needs a company requires, and its use as a contact center fits the bill.
One of the biggest call center buzzwords at the moment is reshoring, and for good reason-the reallocating of overseas call center jobs to destinations in the U.S. is a bonafide trend. If recent call center openings in Ohio, Florida, and New Mexico weren't proof enough, the Lone Star State is witnessing yet another call center expansion. Convergys is looking to add to the ranks of its Jacksonville, Texas contact center.
When part of a business requires the release of technicians into the field, all sorts of things can go wrong: slow operational speeds due to traffic jams or something else, dissatisfied customers, and even unethical technicians who take the opportunity for a little break that turns into a big one. But with ServiceMax's new Summer '15 release, only recently announced, getting the most out of those field service technicians becomes a lot easier.
It would have been easy to think that the massive exodus of call center jobs from the United States was going to be a permanent sort of thing, especially given how many companies were engaged in funneling jobs out of the country over the last 20 years or so. With mass unemployment over large portions of the planet, and exchange rates quite clearly favoring those with the United States dollar on hand, it was easy to see why the moves were taking place. But the trend appears to be reversing, and for reasons that might not be expected.
Like anything else in technology, buzzwords and buzz-phrases come and go with surprising regularity.
One of the advantages of calling 911 with traditional landline phones is, emergency responders know the exact location of the caller. However, when an emergency call is being made from a large organization, the public-safety answering point (PSAP), a call center responsible for answering calls to an emergency telephone number for police, firefighting, and ambulance services, only has the address that was provisioned when the telephone service was established
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