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...


AGILENT CASE STUDY: Creating a Successful Online Community

Introduction Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at...

EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions

In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...


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