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CALL CENTER INDUSTRY NEWS

Call Center Industry Research

The Benefits of Modernizing Your Contact Center
Wed, 05 Nov 2014 24:00:00 EST
This white paper is a must-read for CIOs looking to justify the investment needed to modernize their contact center technology platform, discussing the business drivers, technology benefits, cost...Read More
eBook: Best Practices for Social Customer Service
Wed, 31 Dec 2014 24:00:00 EST
This resource explains how businesses can integrate social media and customer service in 4 development phases to build unbreakable customer loyalty and a great customer experience. Published by:...Read More
5 Critical Requirements for a Future-Ready Contact Center
Tue, 30 Dec 2014 24:00:00 EST
This resource lists 5 critical requirements for building a future-ready contact center and delivering an effortless customer experience. Published by: Genesys

Contact Center World: Tips

Comprehensive Back-Up Plan
Wed, 8 Apr 2015 00:00 EST
If your managers were away and supervisors manned your center, would they know what to do in the event of a power cut? Would they know what to do with a fire or other emergency? Don’t rely on just...Read More
Background Noise
Tue, 7 Apr 2015 00:00 EST
I called a major telecoms company recently and during my conversation with an agent overheard a colleague of his talking to a customer. In a busy contact center, unless steps are taken to reduce...Read More
Language Options
Mon, 6 Apr 2015 00:00 EST
Do you offer customers a choice of languages on your automated system? If you do, make sure you offer this at the very beginning of the automated attendant system. In addition if a customer then...Read More

Contact Center World: Articles

To Outsource Your Contact Centre – Or Not?
Monday, Apr 6, 2015
If running a contact centre is not your core competency, why would you waste the resources needed to run it when you can reduce costs and gain many other business benefits by outsourcing?
Three Ways to Reduce Customer Effort and Build Customer Value
Tuesday, Mar 31, 2015
How hard is it to be your customer? If your service organization is like many others, you put too many obstacles between a customer inquiry and its successful resolution. How can you reduce customer...Read More
The Phone Channel is Dead, Long Live the Phone Channel
Thursday, Mar 19, 2015
Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and...Read More

Contact Center World: Research

Most Consumer Complaints in the UAE about Automobile Sector
Wednesday, Apr 1, 2015
The largest number of complaints (40.5 per cent) were registered in Abu Dhabi, including Al Ain, followed by Dubai (29.9 per cent) and Sharjah (12 per cent).
Businesses Underestimate Impact of a Personal Connection in Customer Acquisition
Friday, Mar 27, 2015
Five Minutes of Research Boosts Likelihood of Closing a Deal by 88%
Centrelink Overstretched
Thursday, Mar 26, 2015
Staff cuts and the casualisation of Centrelinks workforce is dragging out waiting times, increasing customer complaints and causing significant public anger, a union report finds.

U.S. HISPANIC MARKET NEWS

Pew Hispanic Center: Business and Labor

Latino Jobs Growth Driven by U.S. Born
Thursday, Jun 19, 2014 Rakesh Kochhar
For the first time in nearly two decades, immigrants do not account for the majority of Hispanic workers in the United States. And most of the job gains made by Hispanics during the economic recovery...Read More

Pew Hispanic Center: Income

Statistical Portrait of Hispanics in the United States, 2012
Tuesday, Apr 29, 2014 Anna Brown and Eileen Patten
This statistical profile of the Latino population is based on Pew Research Center’s Hispanic Trends Project tabulations of the Census Bureau’s 2012 American Community Survey (ACS). Users should...Read More
Statistical Portrait of the Foreign-Born Population in the United States, 2012
Tuesday, Apr 29, 2014 Anna Brown and Eileen Patten
This statistical profile of the foreign-born population is based on Pew Research Center’s Hispanic Trends Project tabulations of the Census Bureau’s 2012 American Community Survey (ACS). Users...Read More
Statistical Portrait of Hispanics in the United States, 2011
Friday, Feb 15, 2013 Seth Motel and Eileen Patten
This statistical profile of the Latino population is based on Hispanic Trends Project tabulations of the Census Bureau’s 2011 American Community Survey (ACS). Users should exercise caution when...Read More

Pew Hispanic Center: Ethnic Media

A Growing Share of Latinos Get Their News in English
Tuesday, Jul 23, 2013 Mark Hugo Lopez and Ana Gonzalez-Barrera
The language of news media consumption is changing for Hispanics: a growing share of Latino adults are consuming news in English from television, print, radio and internet outlets, and a declining...Read More
Spanish Language TV Coverage of the 2004 Campaigns
Thursday, Feb 17, 2005 No Author
The findings reported here are based on the most extensive study ever conducted of English and Spanish language network and local news coverage over the course of a campaign.

Pew Hispanic Center: Work and Employment

Share of Unauthorized Immigrant Workers in Production, Construction Jobs Falls Since 2007
Thursday, Mar 26, 2015 Jeffrey S. Passel and D’Vera Cohn
Most U.S. unauthorized immigrants hold low-skilled service, construction and production jobs, but those shares have fallen since 2007. In the states, the leading industry employers are hospitality,...Read More
Testimony of Jeffrey S. Passel – Unauthorized Immigrant Population: National and State Trends, Industries and Occupations
Thursday, Mar 26, 2015 No Author
Written testimony submitted to U.S. Senate Committee on Homeland Security and Governmental Affairs for a hearing on: Securing the Border: Defining the Current Population Living in the Shadows and...Read More
Puerto Rican Population Declines on Island, Grows on U.S. Mainland
Monday, Aug 11, 2014 D’Vera Cohn, Eileen Patten and Mark Hugo Lopez
Puerto Ricans have left the financially troubled island for the U.S. mainland this decade in their largest numbers since the Great Migration after World War II, citing job-related reasons above all...Read More

Pew Hispanic Center: Household and Family Structure

Hispanic Nativity Shift
Tuesday, Apr 29, 2014 Jens Manuel Krogstad and Mark Hugo Lopez
The slowdown in growth of the Hispanic foreign-born population coincides with a decline in Mexican migration to the U.S.
Statistical Portrait of the Foreign-Born Population in the United States, 2012
Tuesday, Apr 29, 2014 Anna Brown and Eileen Patten
This statistical profile of the foreign-born population is based on Pew Research Center’s Hispanic Trends Project tabulations of the Census Bureau’s 2012 American Community Survey (ACS). Users...Read More
Statistical Portrait of the Foreign-Born Population in the United States, 2011
Tuesday, Jan 29, 2013 Seth Motel and Eileen Patten
This statistical profile of the foreign-born population is based on Hispanic Trends Project tabulations of the Census Bureau’s 2011 American Community Survey (ACS). Users should exercise...Read More

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