At Salt River Project, it’s hard to tell if the things on top of employees’ noggins are headsets or halos. If you ask SRP’s customers and members of  the local community, they’ll swear it’s the latter.

Site selection requires a delicate balance between a strong workforce pool, market competition and operational supportability.

Cost and lack of customization remain barriers to the booming speech analytics market, but the value proposition, the  potential for enterprisewide cost sharing and vendor enhancements are smoothing out the bumps.

The first in this four-part series focuses on customer loyalty key No. 1: Customer loyalty is the result of a series of defining moments.

Make room India and the Philippines – Latin America has fully arrived on the off-shore scene, and is loco for contact centers.