Rankings
Top 10 outbound call center companies
Ten providers for outbound calling, and why compliance discipline matters more than dial volume.
Resources
Practical BPO ideas for
outsourcing better.
Clear guidance for building outsourced workflows, protecting quality, and scaling support with confidence.
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Operations
The call center KPIs that actually matter
Most contact centre scorecards measure activity. These are the numbers that predict whether customers stay.
Operations
What speech analytics is, and when it is worth buying
It analyses every call instead of one in fifty. That changes what you can detect — and it is not right for everyone.
Compliance
PCI compliance for phone payments: what you actually have to do
Taking card details on a call can pull your whole operation into scope. Here is how to avoid that.
Strategy
Inbound vs outbound call centers: which does your business need
They look similar and require almost opposite things from agents, metrics, and management.
Strategy
How to reduce customer support costs without wrecking quality
The largest savings come from removing contacts, not from paying less per contact.
Operations
What 24/7 customer support really takes
The overnight hours are cheap to promise and expensive to staff badly. Here is the arithmetic.
Strategy
Omnichannel vs multichannel support: the difference that matters
Multichannel means you are on several channels. Omnichannel means they know each other.
Strategy
How to write a call center RFP that gets useful answers
Most RFPs produce comparable-looking proposals that hide the differences that matter.
Operations
Launching an outsourced support team: the first 90 days
Most outsourcing engagements are decided in the first three months, usually by how much attention the client gave.
Compliance
GDPR and outsourcing customer support in Europe
The questions to settle before a European customer's data reaches an outsourced team.