Tag: cost control

The Business Impact of Contact Center Attrition

The Business Impact of Contact Center Attrition

Attrition is often considered a “canary in a coal mine”— an indicator of how effectively centers are run and their ability to deliver the desired customer experience outcomes. This study goes one step further and confirms the actual business performance impact associated with attrition. Using quantitative methods, this report illustrates how attrition directly impacts both […]

By June 24, 2014 Read More →
Automation: the Key to a Successful Dynamic Enterprise in the “Now Economy” | Article

Automation: the Key to a Successful Dynamic Enterprise in the “Now Economy” | Article

Today’s business enterprise is in a state of continuous change—the pressure to optimize performance while lowering costs is enormous. The real-time expectations of the ‘now’ economy is no longer limited to manufacturing and shipping but is driven by information services, an increasingly mobile workforce and time-sensitive legislation. This means that quick response, transparency and real-time […]

Unlocking the Value in Application Outsourcing Relationships | White Paper

Unlocking the Value in Application Outsourcing Relationships | White Paper

Although the concept of application optimization is not new, the way companies approach optimization is shifting.  In the past, optimization, if addressed at all, was regarded as a one-time consulting service, handled by an unrelated, third-party vendor.  Today, successful companies are taking a more holistic approach — working with a service provider who can deliver […]

Study: U.S. Companies Prefer “Farshore” to Nearshore Outsourcing, Send Higher Value Work Abroad | Article

Study: U.S. Companies Prefer “Farshore” to Nearshore Outsourcing, Send Higher Value Work Abroad | Article

For all the talk of the new allure of nearshore or even stateside outsourcing, most U.S. companies today still prefer to base their service operations half a world away, according to researchers at the Center for International Business Education and Research (CIBER) and the International Offshoring Research Network’s (ORN) Project at Duke University’s Fuqua School […]

Predictions about the Future of Cloud Computing: Possibilities and Issues | Article

Predictions about the Future of Cloud Computing: Possibilities and Issues | Article

Definition: “Cloud computing provides on-demand network access to a shared pool of configurable computing resources that users can rapidly provision and release with minimum client or provider interaction.” — From Cloud Sourcing for the Corporation by Ben Trowbridge, CEO, Alsbridge “I think there will be an explosion” in the near term, predicts Steven Morris, senior […]

Reaping the Rewards of Big Data | White Paper

Reaping the Rewards of Big Data | White Paper

By leveraging the huge amounts of data, organizations of all types can increase operational efficiency and quality, leading to cost and labor savings and a competitive edge, along with streamlines processes and a better ability to fight fraud. In this white paper, you’ll learn how organizations are managing and analyzing proliferating data and how these […]

The Retail Revolution: Big Changes in Store for 2012 | Article

The Retail Revolution: Big Changes in Store for 2012 | Article

The past few years have not been kind to retailers. Sluggish economies, shrinking margins and a more cost-conscious consumer have taken their proverbial toll. “We’ve seen retail sales increase by 5 percent to 6 percent, yet profits declined from 3.5 percent to 2 percent.  So, even though stores are selling more, they’re making less,” explained […]

Indian Providers and the Elusive Productivity Issue | Article

Indian Providers and the Elusive Productivity Issue | Article

Indian BPOs got their start competing on price. Now there are geographies that offer even lower prices. At the same time, buyers’ shopping criteria includes more than just price. How are BPOs adopting to the new pressures? Here are four major world trends affecting Indian BPOs and their productivity goals. 1.  The changing marketplace “The […]

Data Center Economics – Analyzing Challenges and Opportunities | White Paper

Data Center Economics – Analyzing Challenges and Opportunities | White Paper

Data continues to proliferate across all industries, making it necessary for organizations of all types to optimize their data center operations and develop data center management strategies in order to operate efficiently, remain competitive and successfully leverage their data. Read this white paper to learn how and why today’s organizations are currently approaching data center […]

Providing Innovation to Do Business Better

Providing Innovation to Do Business Better

Wipro Voice: Dr. Anurag, CTO, Wipro Technologies Human resources, call centers, customer service, finance and accounting. Companies have offshored these processes for years. But what about research and development? Is it a good idea? How much of the R gets outsourced relative to the D? The burst of the economic bubble in 2008 led to […]

Six Ways to Boost Service Profitability and Customer Satisfaction | White Paper

Six Ways to Boost Service Profitability and Customer Satisfaction | White Paper

Aftermarket Services (AMS) have become a priority for CXOs, with CEOs seeking sustained revenue growth and customer relationships, and CFOs looking for service profitability and cash flow through operational efficiencies. While Aftermarket Services (AMS) can contribute to driving enterprise growth, a robust AMS program can be challenging to develop and implement. This paper identifies six […]

Books-A-Million Outsources Telecom Expense Management to Save Money, Make Better Decisions and Keep Vendors Honest | Article

Books-A-Million Outsources Telecom Expense Management to Save Money, Make Better Decisions and Keep Vendors Honest | Article

Hello. Are you paying your cell phone or landline provider too much? With the bills today so complex, how do you really know? The difficulty becomes geometrically more challenging for corporations with thousands of phone lines, data lines, switches, cell phones and tablets for which it now must pay. “The current economy is forcing many […]

Trends in Transportation: Driving Innovation Through Outsourcing | Article

Trends in Transportation: Driving Innovation Through Outsourcing | Article

Can outsourcing be a catalyst for innovation? In the case of the transportation industry, the answer is a definite “yes.” Today, transportation organizations are partnering with outsourcers to do more than reduce cost. Together, they’re finding creative ways to decrease congestion, improve safety and protect the environment, all while positioning to respond to the needs […]

How Outsourced IT Provided Wireless for the Citizens, Cut the Crime Rate, and Helped Minneapolis During a Crisis | Article

How Outsourced IT Provided Wireless for the Citizens, Cut the Crime Rate, and Helped Minneapolis During a Crisis | Article

This relationship captured the best in show award because it demonstrated excellence in partnering while revamping the city’s IT infrastructure, including installing a city-wide Wi-Fi network. This new infrastructure played a crucial role in the city’s swift response to the I-35 bridge collapse and the success of the Republican National Convention when the entire nation was watching.

Telecom Expense Management Provider Helps Johnson & Johnson Manage Global Communications | Article

Telecom Expense Management Provider Helps Johnson & Johnson Manage Global Communications | Article

An internal audit revealed Johnson & Johnson needed better telecom management. It outsourced North America first, then took the learnings global. Here is its story.

Nine Ways to Cut Costs While Keeping the Lights On | Article

Nine Ways to Cut Costs While Keeping the Lights On | Article

It’s no surprise a lot of clients want to rapidly and dramatically reduce their cost by 25 percent or more, reports Dr. Toshiharu Mogi, group head, Consulting Services. Since capital is difficult to find, he says companies now seek an enterprise-wide solution to gain productivity improvements. He describes nine.