Call Center Industry News

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right...

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what...

Building a new contact center in today’s global economy offers a world of location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to...

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for...

This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and...

Preparing a Roadmap to Best-Suited Cities The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to...

Are you confused by all the hype around Robotic Process Automation?  Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey?  According to Harvard Business Review, “A recent survey indicates...

When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise, relationship strength, and operational strength. Here are some buyer criteria and questions to ask to help you evaluate whether your potential provider hits the mark.

The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are...

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging....