David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...

Last October, I wrote about mounting consumer dissatisfaction with offshore call centers. I suggested that some companies would come to the realization that they could differentiate their company ...

The MBTA last month adopted a process to consider unsolicited proposals from businesses and organizations, with a top T official declaring the transit agency “open for business.” A month later, the ...

Internet service provider EarthLink is laying off most of its call center employees and outsourcing the work to domestic and overseas companies, in an effort to cut costs. The company on Tuesday said ...

Patient experience, customer service, patient satisfaction scores and value-based performance are now part of hospitals' and healthcare providers' everyday vocabulary. Value-based care is pushing ...

MELVILLE, N.Y., Oct. 22, 2019 /PRNewswire/ -- In its ongoing mission to serve as a strategic partner to its clients and help them appropriately scale their businesses for success, Canon Information ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

When you call Epic — no matter whether it’s day or night — an Epic employee will answer the phone, according to company founder and CEO Judy Faulkner. “That person knows our customers, our products, ...

Does anyone know how large-scale (like, the sort that Dell might outsource to) call center businesses work, in terms of how much they charge per call, call volume, etc.? I've got some ideas on a new ...