Why a Silicon Valley Supplier Brought Its Offshore Call Center Home
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Here's what went wrong.
Research & Insight
Business Challenge
Customer Satisfaction
Breathing Life into Insurance
Outsourcing Center, Kathleen Goolsby, Senior Writer
INSURANCE UPDATE:\x0d\x0aBusiness transformation and end-to-end solution for insurance administration, all rolled into one package...plus, best practices in shared services for anchor clients.
Two-Pronged Strategy for IT Infrastructure
Outsourcing Center, Kathleen Goolsby, Senior Writer
How Compuware’s Outsourcing Services Enable Lear’s Business Unlike people or vehicles – which can go in only one direction at a time – companies must be able to quickly move in several directions simultaneously. IT is the prime enabler of
Outsourcing E-mail Proves to Be a Wise Investment for Schwab
Outsourcing Center, Bruce McCracken, Business Writer
Customer service costs at Charles Schwab began to rise as customers phoned more frequently to ask about their portfolios. Understand how this type of outsourcing can pay dividends.
Customizing Service Level Agreements in Call Center Outsourcing Yields Better Results
Kevin C. Boyle, Attorney, Latham & Watkins LLP
Service level agreements (SLA) increase the probability that the operation of your outsourced call center meets your expectationss. Attorneys from Latham & Watkins outline the crucial elements that need to be in those SLAs.
If a Business Process Outsourcer Improves a Function, Is It Business Transformational Outsourcing?
Outsourcing Center, Kathleen Goolsby, Senior Writer
See what industry leaders think in this of four articles on insights for buyers of BTO services.
Outsourcing Customizes Customer Care Worldwide
Outsourcing Center, Bruce McCracken, Business Writer
Buyers who outsource their call centers are discovering they can reduce cost and increase their customers' satisfaction even when call volumes are increasing. New studies show using a mix of offshore and domestic agents is sparking double-digit growth in Europe.
Outsourcing Keeps the Wheels of Progress on Track in the UK
Outsourcing Center, Kathleen Goolsby, Senior Writer
National Rail Enquiries handles the telephone calls for the British rail system. Before outsourcing, it had trouble just answering the volume of calls. Now its call center has become a strategic driver for better customer service.
Aberdeen Group: Outsourcing CRM to ASPs to Overtake Licensed Software by 2006
Outsourcing Center, Bruce McCracken, Business Writer
Aberdeen reports ASPs specializing in CRM will enjoy a growth rate of 84 percent in the next 36 months. The preferred way to outsource is now hosted applications.
Outsourcing Inbound Email Response to India Strengthens Timely Customer Care
Outsourcing Center, Bruce McCracken, Business Writer
You don't need statistics to know a third of companies never answer their customers email queries. Outsourcing email to Indian companies has benchmarks of two to six hours. It's a better way to keep customers happy with their customer service.