News & Insights

Agent training is one of the most important pieces of creating a successful contact center. However, a recent article by Elaine Carr raises an interesting point: sometimes more training […]

People learn and retain information differently, be it through listening, watching, or doing. It’s important to keep this understanding in mind when you’re trying to communicate business strategies […]

In a recent article, Jeremy Watkin tackles the topic of quality assurance. Depending on the amount of call center agents and the size of the quality assurance team, […]

A recent article by Ernan Roman discusses that customers want more than communication and engagement from companies; they want personalization. Specifically, Roman points out that customers want to […]

The Wichita Eagle recently posted an article describing the U.S. Department of Health and Human Services has a new consumer website and 24-hour call center to help prepare […]

As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include […]

Parts of this overview were taken from a recent Blog post by pport.us. In a recent article by pport.us discusses the basics of call center outsourcing for healthcare […]

Cloud Times provided a great article to show how call centers can leverage cloud computing: When it comes to the call center industry, people are wondering about cloud […]

ICMI recently posted an article in response to Dr. Thomas Morrow’s research that yielded two important articles concerning the viability and possible benefits of Intelligent Virtual Agents in […]

NearShore Americas recently reported ObamaCare Gives Birth to Onshore Call Center Hiring Binge. Thanks to President Obama’s healthcare law, the call center industry in the United States is […]