NEWS - Call Center Insights

We have heard the term “nearshore” for some time now and these days we hear more and more about it. We see more companies and consultants analyzing its pros and cons. But, there are still a lot of misconceptions about this business model.

There are several Nearshore locations that United States companies can consider when expanding or outsourcing their operations. Nowadays, countries like Costa Rica and Brazil are getting attention for Nearshore services.

In the Call Center Industry, there are many software and systems that promise to help us boost performance. We can be overwhelmed by the amount of services companies offer and some of them can be quite expensive.

We want to see our contact center team happy. We know that happy agents equal happy customers and have more productivity. When we are happy we can give better service, be more positive and productive.

Quality monitoring in Contact Centers is key for improvement. It not only helps you find areas of opportunity on calls or have recordings for a legal issue.

If you work in the Debt Collection or Call Center industries, you must know about the Telephone Consumer Protection Act (TCPA), enacted in 1991 as a response to the growth in telemarketing calls.