Customer Satisfaction Archives

Digital Dilemma

Outsourcing Center, Kathleen Goolsby, Senior Writer

Without a doubt, today's competitive forces have pushed the role and importance of customer relationship management up to the top rung of the ladder to success for organizations. As it is so vital, it has become a specialized area and

Technology Expedites Refund Process

Linda Bryza

Access specializes in marketing telecommunication audits to medium to large national businesses and government entities. The company also offers utility and energy services targeted to a California base. Access is the exclusive representative for nationally recognized companies in each of

Balancing Trust and Accountability

Outsourcing Center, Kathleen Goolsby, Senior Writer

Trust plays a crucial role in government outsourcing. Adrian Moore of the Reason Foundation says that the less tangible things are, the more important trust is. In outsourced infrastructure projects, trust is less important. A project to construct a bridge,

Curing Health Plan Ills

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Health plans can get very, very sick if they continually hear the check's in the mail. Too many experience financial difficulties because they don't receive timely payments from employers and members. Outsourcing their back office processes is one way they

What Web (Sites) We Weave

Raymond Angus

Innovation, creativity and individualism are the siren songs of this strapping birth child of the marketplace, appropriately dubbed ecommerce. Capturing attention on the Internet, and translating that curiosity into positive action, is the role played by a new breed of

Giving IT Capabilities Some Real Structure

Steve Gust

As a vendor, (i)Structure is gaining some real momentum in the information technology field. Lots of companies are starting to put faith, and more importantly contracts with the business, a subsidiary of Level 3 communication. Its services are being used

Hatching An Application

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Outsourcing may turn out to be the golden egg for Commtouch. Since every youth in Israel must serve in the Army, which relies on sophisticated military intelligence and technology to survive, Israel has a wealth of technically skilled young people.

Outsourcing Alliances in a Knowledge-Based Economy

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The emergence of the new economy is likely to drive outsourcing in new directions. The ability to manage alliances may be the key to outsourcing success in a knowledge-based economy. That's how Robert Klepper reads his crystal ball. Klepper, a

Counting on Communication

Outsourcing Center, Kathleen Goolsby, Senior Writer

From the Editor: Outsourcing drove down costs for Hallmark, which was the original intention. At the same time, outsourcing allowed Hallmark to sustain its high quality of customer service and satisfaction. Moreover, it's interesting to see how this relationship grew

No Seams

Outsourcing Center, Kathleen Goolsby, Senior Writer

Industry studies reveal that most customers who become dissatisfied select another provider, rather than return the functions in-house. Stephen Fordham, Senior Director of Employee Care at Convergys Corporation.

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