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Total global spending in the health care industry is expected to increase an average of 5.3 percent annually from 2014 to 2017, according to the latest report from Deloitte. Factors fueling this growth include an aging population and the rising costs of developing new drugs and medical devices. This growth will place enormous pressure on […]

Creating a call center or a help desk is no longer enough to take care of customers. Consumers now want access to the company, tech support and their customer history across multiple channels and in real time. This has forced businesses to develop customer engagement centers, a combination of CRM, social media, call centers and […]

Are your inbound call center agents motivated? Apathetic workers cost companies billions annually. In the United States an apathetic worker cost his or her company $4,621 annually in lost revenue in 2014. Altogether, apathetic workers cost U.S. companies over $550 billion dollars in revenue last year. Motivated employees, on the other hand, are productive employees. […]

Call centers are the front lines of businesses. They drive customer satisfaction. That’s why organizations that deploy call center activities have to get the most value from their service provider contracts. But doing that is a major challenge. In fact, studies indicate that you can lose anywhere from 40% to 70% of the value of a contract over […]