In this excerpt from his book "Dead Ringers: How Outsourcing Is Changing the Way Indians Understand Themselves," author Shehzad Nadeem reveals the grueling work schedules and oppressive employee policies at India's infamous call centers.READ»
Psychologist Taibi Kahler worked with NASA to create a program to figure out which astronauts had the right stuff. Now eLoyalty is using his system to make sure support staff don’t send customers ballistic.READ»
IBM has developed new software that uses advanced analytics in an attempt to improve customer satisfaction with call centers. RAMP, or Realtime Analytics Matching Platform, brings two sets of data--that of the caller and that of the ...READ»
The aftermath of the real estate bubble has created an intensely competitive mortgage financing industry. Outsourcing mortgage telemarketing can help your company gain competitive advantage.READ»
Call center outsourcing continues to be one of the most cost-effective and efficient means generating business and retaining clients. Companies must adapt to a changing global marketplace or get left behind.READ»
These are skeptical times for the Indian BPO sector. Some are ramping up like never before while some are downsizing which they never thought of.
So for some, the talent is still scarce and they think industry is facing talent ...READ»
