Trend impacts customer-care strategies If you have spent some time in the world of outsourcing, you’ll notice the term “call center” is falling out of vogue. Instead, customer care is handled at “contact centers.” Operators are cross-trained to support customers via telephone, e-mail, text messages, and, increasingly, through social media such as Facebook, Twitter and [...]

Users embrace alternatives to cell-phone texts The old, reliable voice-to-voice phone call became a rarity with the rise in popularity of text messaging. But now texting may become just as quaint and old fashioned as more and more Americans communicate through messaging apps on social networking sites such as Facebook and Google +. A new [...]