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According to a new report, call center performance can be improved by simply applying competitive analytics to both inbound and outbound calling. Understanding your demographics and what works best with that demographic will close the sale and keep customers satisfied. It will also keep the average handling time down, proving efficiency in the sales and customer service processes.
Financial institutions are becoming bold when interacting with clientele through mobile technologies. Evolving customer service centers will soon become a command station for multi-channel communications.
When it comes to finding out just what makes a contact center successful, it appears companies are finally starting to narrow it down. Decades ago, the call center only needed to make or receive as many calls as their operators could handle. These days, it's rather obvious that customer service has expanded both its scope and responsibility.
While California has Hollywood to the south and Silicon Valley in the Bay Area, the state's capitol of Sacramento gets overlooked as a place to do business for tech companies. But Irish customer service provider Voxpro is one company that's actually moving there, according to the Sacramento Business Journal.
Constant change in technology assures that the way we live and work will change with it. Business process outsourcing (BPO) is one such beneficiary of recent technological change. That's got businesses who previously weren't considering its use considering it now, and a report from Examiner.com shows how it's changing the business landscape.
Call centers are an essential part of today's business world, serving as a primary customer-facing channel for companies. The industry has millions of employees around the world with a range of operations management challenges that is getting more complex as new technologies are introduced into the ecosystem. One of these challenges is engaging employees so they are more satisfied, with the goal of lowering employee turnover in an industry that is notoriously famous for its high attrition rates.
Business process outsourcing provider iQor has opened a new contact center in Plano, Texas. The 36,000 square foot contact center is that third facility iQor has opened in the Dallas-Metro region, joining a repair facility in Juno and another contact center in Richardson. | 
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