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
Function
CRM & Call Center
HR Outsourcing: Where It Needs To Go
John Harney, Business Writer
Gartner says 85 percent of American companies will have outsourced some portion of HR by next year. Here's what's happening in this dynamic sector of BPO.
Negotiating Residual Information Provisions in IT and BPO Transactions
Brian R. Suffredini, Attorney, Mayer, Brown, Rowe & Maw LLP
Outsourcing requires the buyer to share sensitive information with the supplier. How do both parties handle the use of this residual information? Brian Suffredini of Mayer, Brown, Rowe & Maw shares hints to protect both parties and still make the
Offshoring is Only the First Wave of a Major Change in Business as Usual
Outsourcing Center, Kathleen Goolsby, Senior Writer
A cutting-edge, thought leadership perspective on a controversial topic
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.
Offshore Comes of Age in 2003
Stephen Dunn, Principal, Everest Group
Everest's Todd Furniss and Stephen Dunn discuss the explosive growth of the offshore industry, describing the new players and predicting where the work will go this year.
Outsourcing in 2003: How Offshoring Is Changing the Industry
Outsourcing Center, Kathleen Goolsby, Senior Writer
The biggest event in outsourcing last year — and the biggest event since outsourcing’s inception — was the growing use of offshoring. Both buyers and suppliers realized the profound power of labor arbitrage. The move to offshore work to take
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.
Offshore Outsourcing – The Ongoing Political Debate
John Harney, Business Writer
Offshore outsourcing is taking away jobs from Americans; politicians don't like it. But there are many positive benefits.