Call centers have been all over the world for a long time. Nowhere did the call center revolution gain more ground than India. Indian call centers have long been the choice for American companies wanting to outsource call centers, because they offered inexpensive labor rates and had an ample supply of call center [...]

Call center coaching is the process of taking a player (call center agent) off the field (desk) and giving them advice on how they can do better and improve themselves at their position.
If you’re currently not coaching your call center agents, they’re missing a large part of the game. In fact, if you don’t [...]

Offshoring is the process of taking a business process, manufacturing process or service process and sending it to another country, overseas, to be completed.
This is generally looked at as a cost saving process, but also one in which you sacrifice quality of your operation or your product. Many North American companies outsource their call [...]