Robert Davis

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 both in-house and outsourced, rose from fewer than 80,000 to 565,000. The rise in digital channels over the past decade has had a profound effect on service and sales operations.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 both in-house and outsourced, rose from fewer than 80,000 to 565,000. The rise in digital channels over the past decade has had a profound effect on service and sales operations.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. It’s possible to outsource your omnichannel support as a whole, and operate as a monolith, every channel coalescing into one. Is outsourcing to an omnichannel service the right choice?

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40