Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : New DATAMARK Report Explores How COVID-19 is Redefining the Customer Experience

#contactcenterworld, @datamark_inc

El Paso, TX, USA, Nov. 4, 2020 -- DATAMARK, a business process outsourcing (BPO) firm, recently released "How COVID-19 is Redefining the Customer Experience".

The comprehensive report is part of the DATAMARK Insights series, a growing library of resource materials designed to help business leaders adapt in changing times and create effective strategies. Focus is placed on enterprise-level solutions for organizations in industries that often get overwhelmed by repetitive back-office tasks, such as mailroom processing and customer service.

"How COVID-19 is Redefining the Customer Experience" notes that customer behavior is rapidly evolving due to coronavirus. Budgets are being reevaluated, discretionary spending is down, and more than three-quarters of the population is actively shopping around. Organizations must adapt their approach to meet their needs and retain customers in the long run.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

"When the pandemic began, organizations were worried about how they could scale up to meet higher volumes in their contact centers," explains DATAMARK President Bill Randag. "Now that the immediate crisis has passed, they're focused on the future — how they can delight people to maintain them as customers and how they can do it all in a cost-effective way."

Randag notes that customer loyalty has been shaken, and it's more important than ever for companies to show people the value they offer. Those that thrive will be the ones who retrain their contact center representatives to skip the selling and, instead, focus more on service.

"The research is clear on what creates a world-class experience in the minds of consumers. Helping them achieve their goal or educating them on how to use a product or use it better rank high," Randag continues. "We've always applied these and similar techniques in our contact centers, so our representatives and clients were well prepared for the shift."

The techniques Randag discussed are backed up by Gartner research, which indicates 82 percent of customers will decide to stay with a company after a "value-enhancing service interaction" occurs during their conversation with a representative. However, the same report notes that only 15 percent of companies leverage them, making DATAMARK's contact centers a progressive outlier.

Other areas covered by the DATAMARK report include the shift to digital channels, increased leverage of BPO companies, and greater focus on creating agile teams.

#contactcenterworld, @datamark_inc

Posted by Veronica Silva Cusi, news correspondent

Company LogoDATAMARK, Inc. is a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employing more than 2,800 at their facilities in the United States, Mexico and India. They deliver customer service in omni-channel contact centers, ranging from SMS text to video chat and everything in between. Their long term client partnerships include customer care for international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

Read today's tip or listen to it on podcast.

Published: Friday, November 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =