You probably recall hearing the term ‘call center’ from before you first heard the term ‘contact center’. We don’t blame you—both are often used interchangeably. However, cloud contact center software not only evolve from call centers, but reimagine customer service and outbound sales. At their core, call centers deal with customer queries via calls, while […]
Remember the 2006 Hollywood film Outsourced? The protagonist Todd flew all the way from the US to a small town in India to set up a call center for his company. This was pretty much how things worked back in the early 2000s—while globalisation had enabled multinational corporations to take advantage of lower wages in […]
In a world where technology is becoming increasingly affordable, customer experience is one of the biggest differentiators among SaaS players. There is one thing, however, that most tech companies miss: If your employees are disgruntled or poorly looked after, they will never be able to keep your customers happy. Reasserting this belief, CX expert Deirdre […]
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