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CALL CENTER INDUSTRY NEWS

Call Center Industry Research

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
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
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

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
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
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

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?
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
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

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).
Friday, Mar 27, 2015
Five Minutes of Research Boosts Likelihood of Closing a Deal by 88%
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

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

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
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
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

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
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

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
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
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

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.
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
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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