Pharmaceutical companies vary in their decision to stay in-house versus outsourcing medical information call centers and in how much to spend on call center support for brands.

Businesses are losing customers due to bad experiences with contact center.

We're interested in seeing how a recent redesign of our website is impacting the online customer experience, but we aren't sure how to measure this. Has there ever been a correlation drawn between the percentage of visitors to a support website and the number of calls received?

Which technologies are necessary in a call center business? What trends will impact which technologies will likely be hot in the coming years. Shivanuk Shukla, analyst with Frost & Sullivan, lists out the basic technologies and new ones that may be on their way to Asia.

If you don't measure you can't improve. But even if you measure but don't take the time to understand what the metrics are telling you, what's the point. In the end, customers don't care about survey numbers. They care that their problems are resolved.

As a call center manager, how can I set metrics that encourage my agents to build customer satisfaction that will lead to profitability?

Despite the global recession plaguing most technology markets, contact center workforce management (WFM) software had a banner year in 2009 -- but the market still faces a significant problem, according to a recent report.

Zero Contact Resolution offers a more realistic metric for measuring the effectiveness of a call center. This paper explains the forces that are making ZCR a business imperative for companies seeking to survive and thrive under current market conditions.