Global Services recently came out with its outlook of 2012 based on its survey. In the context of some of the data presented, I took the liberty of getting snippets of information that may and will impact the call center industry in the Philippines and the rest of the world, adding my opinion to most of these analyses.

Here are 5 ways on how to successfully implement an at-home agent program for your business. You don’t have to be a call center expert to do this. If your business needs constant customer sales, marketing, service and support, you need to start planning an at-home agent program to improve your revenue so you can focus more on what you do great.

Correct use of technology, hiring the right people and establishing optimal processes are the three basic rules for successfully outsourcing a company's operations elsewhere. Though a premise-based solution is often implemented, the problem with this model lies in dealing with several points of command, control and information between all parties involved – end users, software vendors, telecommunications providers, and managed networks, to name a few.

The CEO and COO of KUNNECT recently visited the Philippines to launch its call center technology solutions to the Philippine BPO market. Fred Cote, co-founder and CEO, spoke at the October 12 meeting of the members of the Call Center Association of the Philippines (CCAP) in Shangri-La Hotel Makati.