1NW Contact, LLC

Articles of Interest:

Homeshore IS reversing Offshore trend: Who Will Clinch the Title in 2011?

For the past decade, U.S.-based call centers have battled against the perception that outsourcing customer service to offshore facilities was the best business decision.  This trend is now reversing as business leaders increasingly realize that providing high quality customer service is the best way to improve profitability. Today, home-shoring is no longer the underdog. Adoption of the home-based model continues to escalate across all industries, and many companies are rethinking prior offshoring decisions.

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Outsourced Call Centers Return to the U.S. — to U.S. Homes That Is!

Is home-sourcing becoming the new outsourcing?

...Recently, (September 2010), NPR ran a story on a growing trend: instead of outsourcing customer service and technical support to such far-flung countries as India and the Philippines, some organizations are moving service and support back home. To the agents' homes, that is!

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4 Critical Questions about e‐Learning:

What Executives and HR Professionals need to know about e‐Learning.

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At Home Agent Bookmarks

...We've gathered some of the best resources on work at home agents from all over the Web. Whether you are currently employing or considering this model, we hope this round-up will keep you informed on trends, best practices and research.

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Gen Y Doesn't Want to Work in Your Call Center

....the results of a new survey highlighting Generation Y's (employees aged 16 to 28) perceptions of working. The survey finds that more than half of Generation Y employees are looking to leave their jobs within a year.

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Call Center At-Home Agent Best Practices Essential tools for managing performance, service quality and the customer experience

...Using at-home agents can improve service quality and customer satisfaction, increase scheduling flexibility. Additionally, a number of case studies have shown that agent retention rates may increase by as much as 30%. These hard quantifiable benefits, accompanied by improvements in the customer and agent experience, make employment of at-home agents a winning strategy for companies.

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2011 RiverStar Contact Center BPO Survey Results

...The objective of this survey is to gain insight from executives in Strategy/Leadership, Business Development/Client Management, Operations, and Technology roles about the current state of the Contact Center BPO market.

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Call Center Jargon Buster

...Call Centers/Contact Centers are littered with buzzwords, jargon and abbreviations. We explain here all of the common buzzwords that will be found as soon as people start talking about call centers.

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The 'business' of Working-At- Home as an Independent Contractor

...When looking at home-based opportunities, there's a good chance you'll have to work as an independent contractor, not an employee. As an independent contractor, you are, in essence, working for yourself. Your paycheck will not have taxes deducted, so you'll be responsible for keeping track of your tax liability and planning and saving accordingly to make such payments.

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Customer Care Forecast Planning Model 1NW CONTACT

...Factors to consider when determining your Incoming Customer Care Forecast: 1) Projected customer growth and sales forecasts, 2) Assumptions about contacts per customer.

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1NW Contact Inbound Call Center to Agents Calculator

...This calculator, which is based on the Erlang B and Erlang C traffic models, helps you to estimate how many agents you need in your call centre for each hour during an eight hour day. It also works out how many trunks (lines) you need into your call center to handle these calls.

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For Cloud Computing Adoption, Age and Size Do Matter (Yankee Group)

...Newer enterprises are twice as likely to use cloud computing as are older firms. And while small and midsize businesses (SMBs) are often closely associated with the cloud, older SMBs are not as ripe for cloud as assumed. Using data from our enterprise surveys, we show cloud vendors and communications service providers in particular how best to target enterprise customers.

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10 Helpful Social Media Management Tools

...A roundup of the most popular business tools you can use to organize your social networks.

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