The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.


Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...


Top 10 Reasons to Outsource Your Call Center

Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers. The alternative is to handle multiple costumer communication...

The Benefits of Centralizing Contact Centers

Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer inquiries and resolving problems by phone, email and through social media channels. But now it’s reached the point where...


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