This is where we'll announce the most recent additions to our web site and our business. If you've visited us before and want to know what's changed, take a look here first.
- We've added a customer login button to the menu bar.
- Catch up on the latest call center issues and current events right here on this page.
PDS Call Center News
Search for: Media coverage of call center news, issues, and related current events
Feel free to use the search function for events on this page and the PDS News Archives.
Outsourcing for Success
Outsourcing contact center tasks to the right partners - BPO (business process outsourcer) firms that excel in people, process and technology - can generate significant bottom-line results. For these outsourcing companies' success depends on how well they can make their clients' programs successful. Yet to make this happen require close coordination between the clients and the BPO providers…
CALL CENTER TECHNOLOGY
The Contact Center Evolution
If you had walked into a contact center five years ago, chances are that you would have seen agents sitting at workstations with PCs, phones next to the monitors and wearing corded headsets with supervisors listening in from their posts: perhaps on raised turrets overlooking the call floors.
CRM, BPO & TELESERVICES
BPOs: Doing More With Less
To cut costs clients are focusing more than ever on their core competencies, which has led more of them knocking on BPOs' contact centers. At the same time they are seeking more in the way of service and quality from BPOs at competitive pricing so that they can retain and attract more of their clientele and maximize the value from them: with the limited resources available.
OPERATIONS AND MANAGEMENT
Energizing The Employees
At the same time employees are the most expensive facet of contact centers. Labor costs represent 60 percent to 70 percent of operating expenses and account for nearly all of the technology and infrastructure costs that are spent to support their activities. Contact centers are therefore focused on maximizing agent and supervisor productivity.