Contact Center Consolidation Strategy and Tactics

Dave Kirk Stan Lepeak Call centers, whether supporting internal staff or external customers and prospects, are a functional area that in most user organizations could benefit from greater standardization and economies of scale. Like many business activities, contact centers have often grown in loosely managed and uncoordinated ways. This seems especially true when the centers [...]

(Attempting to) Legislate Call Center Best Practices

Stan Lepeak, Managing Director, EquaTerra Global Research U.S. Senator Chuck Schumer recently introduced a legislative bill that if passed would impose a $.25 “excise tax” on any call center calls that originate within the U.S. but are serviced outside of the country. Additionally, if passed, the bill would require organizations using non-domestic call centers to [...]