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The call center business market is one that has been getting all the more popular over the last few months. That has never been more obvious in Madison, Wis., where the state has just announced it will be giving a Philippines-based outsourcing company more than half a million dollars in order to expand a local call center. In exchange for incentives that will total $575,000 the company has said it will add as many as 286 jobs over the next three years.
It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...
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