Features for Call centreBuilding trust among agents in the contact centre
by Stephen Pace, CEO, SJS Solutions
With more companies using contact centres for front-end customer engagement than ever before, the relationship between clients and their customers is increasingly dependent on the capacity of the call centre to respond to customer needs efficiently, informatively and professionally...
more Knowledge Knowhow in Outsourcing
The knowledge knowhow in outsourcing focused on effective knowledge management, transfer and retention to ensure Outsourcing Works
more NOA Alternative Sourcing Strategies Event
The NOA Alternative Sourcing Strategies Event covered current trends driving sourcing models and made predictions on the development of future sourcing strategies.
more The outsourcing risk rundown
by sourcingfocus.com staff
Risk is a nebulous but vital concept in outsourcing. sourcingfocus.com investigates the key stumbling blocks to look out for.
more The Indian (r) evolution
No part of the Indian outsourcing industry is evolving half as rapidly as in the provision of contact centre and BPO services. sourcingfocus.com asks what are these changes? what's behind them? and what are the new trends?
more The evolution of the contact centre
As we all know, business process outsourcing (BPO) has taken off in recent years and now we are seeing this form of outsourcing overtaking ITO in growth. The BPO sector has evolved into a vibrant and competitive market and we have seen many new players from all corners of the globe enter the fray. Contact centres are synonymous with BPO and contact centre vendors provide the most customer centric service of the entire outsourcing industry.