Here’s what we know: In the call center industry, it feels as though there is a carousel of new and emerging call center trends forever in rotation. A trend doesn’t even have to be new or never-before-seen, mind you; it could very well be an existing technology, process, product, or service that has finally garnered the attention it deserves.
In the call center industry, something big is trending: Call-backs. And it’s no surprise that call centers are addicted to this solution because, quite simply, it’s the secret to customer happiness.
This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. Plus, we already published 
Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. Almost any element of a company can be outsourced, anything from data entry to graphic design. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers. This is certainly the case with call centers.
December has arrived, which means different things for different people. While many of us are gearing up to slow down and spend quality time with family and friends, retail companies are bracing themselves for the clamor and chaos of the holiday season. From Black Friday to Cyber Monday to Boxing Day, this season signals a momentous time when consumers across the globe are ready and willing to spend, spend, spend.
2018 has been a pivotal year for 
HOLD EVERYTHING: The results are in.
