Archive for the ‘Outsource’

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    10 statistics to help improve service at your contact centre
    Excellence in customer service is one of the key factors that makes our contact center services at Miratel stand out for our clients. High-quality customer service remains the consistent goal of all businesses that are customer facing, the actuality is that all businesses have customers at some level but the attention to customer service still doesn’t always provide...
    by Tim at May 10th, 2011 at 12:05 am
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    Outourced call center solutions moving further East according to report
    The global trajectory for call center solutions continues to change perhaps more rapidly than had ever been forecasted. Only a decade after the concept of BPO (business process outsourcing) was established there looks to be a change at the head of the table overseas in the near future. According to a new study by Everest Research Institute, despite a much smaller population...
    by Tim at December 28th, 2010 at 12:12 am
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    Economics and customer service sees offshoring losing some appeal
    An interesting story appeared on NPR last week which was in keeping with an earlier post that I had written about the gradual return of call-center positions to North America which had previously been outsourced to overseas call centers. The story itself looks a broad cross-section of reasons as to why this trend is beginning to accelerate and while outsourcing is by no...
    by Tim at September 7th, 2010 at 12:09 am
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    Is offshoring heading toward a boomerang decade?
    I found a very interesting story today concerning offshoring reversals that while predicted a few years ago has not yet manifested itself with the frequency some had expected. That said the scenarios under which it occurs are becoming more apparent although the reporting of it is sometimes difficult to track down.  When the offshoring call centre services was climbing...
    by Tim at August 26th, 2010 at 12:08 am
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    Inflation at 40 year lows, deflation now a ‘worry’ but is this really the case?
    So often analysts look first to inflation when warning of the pitfalls of spikes in lending rates and premature celebration of a bounce back economically. Based on the most recent data the US should exhale and see that inflation won’t hamper a recovery and in fact earnings could afford to increase via inflation in this very unique market. The US is at a once in a...
    by Tim at June 18th, 2010 at 12:06 am
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