Tag:
call center
Latest Headlines
Latest Headlines
Fully cloud-based call centers remain elusive
Vendors are hawking "call center in the cloud" offerings, but the solution is not quite ready for prime time, writes Stephanie Overby at CIO. Before moving call center services to the Internet, be
Prospects for captive call centers
Wholly owned offshore service centers, or captive centers, have seen some rocky days; a slew of major enterprises, including Unilever, Citigroup ( NYSE: C ) and Dell have closed theirs. Nonetheless,
Law firm uses virtualization to ease expansion
Tully Rinckey PLLC, a mid-sized but fast-growing law firm with offices in Albany, N.Y., and Washington, D.C., recently started deploying virtualization technologies as a way to facilitate the firm's
Symantec: Call center worker in India may have sold credit card data
The credit card data of three of Symantec's U.K. customers appears to have been leaked to undercover reporters by a staffer at its India call center contractor. Symantec has stopped routing calls
Small businesses select call center systems
High-tech contact center systems now are widely available to small businesses, not just large companies. CIOs have many choices in speech recognition, IP contact center solutions, call recordings,
Faulty IT practices leads to customer attrition
Companies are losing customers because they are doing a poor job of resolving IT issues and neglecting to tailor IT-enabled business services to meet customer requirements. These findings, from a
Editor's Corner
To say outsourcing is a touchy subject in the world of IT is an understatement obviously, yet it's an enormous topic to keep abreast of given its increasing use. A new
Security issues in outsourcing
It seems like a win-win: Outsource that non-critical task to an outsourcer, save money and reap the rewards of having your IT teams focus on critical mission work. But in handing off efforts such
SPOTLIGHT: India group initiates IT security watchdog effort
TODAY'S SPOTLIGHT... India group initiates IT security watchdog effort Concerned about the impact of continuing security issues within its technology sector, the India National Association
CRM saves cities money, boosts service levels
Increasingly, governmental agencies are bringing on customer relationship management tools to boost customer service, save on labor costs and improve business efficiency. Baltimore's 311 call
