Now You’re Speaking My Language

Posted February 6, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations, Globalization / 0 Comments Now You’re Speaking My Language

A recent New York Times article points out that the Philippines has passed India in the number of call center agents. Filipino agents, however, are usually paid more than their Indian counterparts. But if outsourcing is all about lowering costs, then why… Learn More

Prison Contact Centers

Posted January 19, 2012 by Chris Burgoyne / Contact Center Operations, Globalization / 0 Comments Prison Contact Centers

Have you ever spoken to a call center agent who's sounded like they are handcuffed to their cubicle? Maybe they are. You’ve heard of insourcing? This is inmate sourcing. In a trend that is both interesting and somewhat controversial, contact centers are popping up in prisons across the US. The stated purpose is to provide inmates with some useful job skills and constructive activity as they… Learn More

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