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 | Customer Service in the Web 2.0 World(Premium Content)Web 2.0 consumers accustomed to the instant access and gratification of the Internet, expect the same level of speed and ease in their customer service interactions. Leading companies are using Software-as-a-Service (SaaS) to swiftly adapt to this new world. SaaS—or on-demand—brings together both the technology and interaction models popularized by Web 2.0 to help customer ser
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| Bring down the Cost of Outsourcing(Premium Content)Because of the increasing costs of doing business in India, particularly in Bangalore, companies that do business there are now looking at other countries and locations so that their costs would be kept low. | Published: February 22, 2008 |
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 | Egyptian IT Companies Await a “French Connection” In February(Premium Content)This article tackles an upcoming visit by French IT companies to Egypt during Cairo's largest ICT fair, Cairo ICT, and efforts exerted by the Information Technology Industry Development Agency to help Egyptian IT companies.Author: Ahmed Reda, ITIDA | Published: February 20, 2008 |
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| The Next Big Thing: Advanced Marketing Analytics(Premium Content)Without a way to utilize customer data effectively, companies are finding themselves prisoners of their data warehouses, and data in and of itself has no value. Attendees will discover why advanced marketing analytics is no longer a “nice to have” but “need to have” integrated component of an execution platform. | Published: February 18, 2008 |
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 | Is Benchmarking Against The Best Better Than Average?(Premium Content)Benchmarking is widely used to help contact centers determine how they are doing. But there is a flaw that has until now been missed. Benchmarking against an industry report that includes a variety of centers means you are comparing yourself against averages and we all know what average is - probably not where you want your center to be! In this article we share findings from t | Published: February 15, 2008 |
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| Outsourcing Data Entry Services(Premium Content)Outsourcing data entry work can help your company save a lot of money and can give you an assurance of a job well done. | Published: February 8, 2008 |
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| Contact Centers and the Philippines(Premium Content)The Philippines can be considered as an emerging call center destination due to its low rates and efficient work force. | Published: January 30, 2008 |
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| Outsource like an Egyptian(Premium Content)The article deals with the egyptian participation in Call Center Expo and the governmental support enjoyed by the egyptian ICT industry.Author: Ahmed Reda, ITIDA | Published: January 29, 2008 |
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 | Starting Your Contact Center(Premium Content)A contact center is defined as a centralized office for transmitting and receiving requests by phone, fax, e-mail etc. As an entrepreneur, I have observed that focus on a few key elements can help organizations in building and maintaining a profitable call center. This article helps us in understanding these key aspects. | Published: January 28, 2008 |
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| Current Trends in Offshore Outsourcing(Premium Content)Offshoring is rapidly advancing simultaneously with technology. Offshoring simply means the relocation of various business processes to other countries or locations, usually to one that has cheaper labor costs. Due to this process, secondary operations are now being transferred to outside actors. | Published: January 23, 2008 |
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| Outsourcing To Beat Your Competition(Premium Content)The outsourcing trend these days are apparently leaning favorably towards small to medium scaled businesses. Here are some insights on how can outsourcing can give an edge. | Published: January 16, 2008 |
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| Five Steps of Protection to Comply with PCI Security Standards(Premium Content)The Payment Card Industry Data Security Standards (PCI DSS) enable companies to protect the private information customers entrust to the business from identity theft and fraud. In this article, you will learn how to comply with the PCI DSS in the contact center and which security measures your recording technology should employ to adequately protect your callers' personal data. | Published: January 14, 2008 |
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