Customer Satisfaction Archives

The Customer Relationship Management Forecast for 2006

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Buyers will want to mine their data differently next year. And suppliers are developing consulting practices to help all customers, not just outsourcing buyers, do just that. Here's what's happening in CRM outsourcing.

Top ITO Trends for 2006

Outsourcing Center, Kathleen Goolsby, Senior Writer

A new buzz surrounds IT outsourcing. Buyers are taking a new tactical approach to ITO. They want technical innovation, worry about security, and are embracing multisourcing. Read what the experts think will happen in 2006.

Convergys’s New CRM Solutions Help Travelers

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Have you called an airline or hotel and gotten an interactive voice response system (IVR) that could not answer your question? Many valued customers like you are becoming upset with this aggravating solution. Now hotels and airlines are turning to

Mortgage Companies Adopting Outsourcing But Cost is at the Bottom of the List

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Cost is the traditional outsourcing driver. But a new Ocwen study found meeting customer expectationss and management accountability were way more important in helping mortgage companies compete.

ASP Fills eCommerce Need for Dental Manufacturer

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Sterngold, a dental products manufacturer, wanted to sell its good on the Internet. It outsourced the process to speed up its appearance on the Net. Today its Web site brings in $1.2 million a year.

How Many IT Jobs Actually Went Offshore? And Where Did They Go? Frost & Sullivan’s Study Finds Out

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

A new Frost & Sullivan report has the answer: Over the last three years the high-cost nations sent 826,540 IT jobs to developing countries, creating an install base of 7,599,540 IT jobs in the developing countries it studied. India got

What to Expect This Year in the Leading BPO Processes

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Here's a sneak peak at new developments in human resources, finance and accounting, customer relationship management, and procurement and global trade management outsourcing. 2005 promises to be a busy year for BPO.

Ninety Percent of Senior Finance Executives Find Outsourcing Successful According to Surveys

Outsourcing Center, Bruce McCracken, Business Writer

More than 90 percent of financial executives labeled their outsourcing successful. But the big surprise was that cost savings are neither the primary motivation to outsource nor the biggest benefit perceived. At the end of the day, it's all about

Best-Performing Utility Company Creates Shareholder Value through Employees

Outsourcing Center, Kathleen Goolsby, Senior Writer

In the midst of nationwide high levels of customer dissatisfaction with their utilities companies, one company has a goal to be the best service provider in the US by 2007. They're well on the way, having exceeded their internal targets

A Surprising New Study: SLAs Now Have Teeth

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.

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