EPIC Connections

MARCH 27, 2018

When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for establishing an organization that builds value for their clients. 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.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

Robert Davis

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. million, according to the Ad Age Encyclopedia of Advertising. Completion rates.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Livepro

JULY 17, 2018

Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors. Having managed in-house and outsourced contact centres as well as back-office processing centres, Ian fully understands the speed of change required when managing within the contact centre environment.

Transportation 40

Transportation Government Multichannel Consulting 40

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Robert C. Davis and Associates

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. million, according to the Ad Age Encyclopedia of Advertising. Completion rates.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7 This will reduce dependence on outsourcers, particularly low-end offshore providers. who interact with them. Over the past 15 years, total WFO revenue has gone from $803.4 billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

ROI CX Solutions

DECEMBER 5, 2024

Minutes Table of contents Introduction When it comes to call center outsourcing, the right partner can be the difference between a frustrated customer and a loyal brand advocate. When done correctly, outsourcing call centers is a strategic move for customer satisfaction and revenue. Read Time: 15.5

outsourcing 52

outsourcing Call Center Technical Support B2B 52

Taylor Reach Group

MARCH 6, 2020

Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[ This is what it looked like on the streets of Toronto in the spring of 2003. ”[ source ] 2012 to 2019 MERS infected over 2,500 people and killed 862.

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

CX Global Media

JULY 9, 2019

She has worked with direct retailers, and outsourcing in both operations and workforce management with the number of agents ranging from 100-3,200 agents. Since 2003 Colin has led Taylor Reach to success in contact center and customer experience consulting, with offices in the US, Canada, Europe, and Asia.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98