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For all of its revolutionary self-service value, not every customer interaction or transaction can be handled through a Web site. As many CRM executives have discovered, individual needs and situations often require human intervention to convert sales and offer quality support. |
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Friday, 01 June 2007 |
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While the idea of hiring someone to cover a town in a different culture from 7,000 miles away is obviously ridiculous, it does worry me because the concept saves money -- and newspapers are into saving money these days. What, for example, would it take to outsource me? I'm sure there is someone in India who could write about my life for a lot less money than what I'm paid. |
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Monday, 28 May 2007 |
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Globalization seems like a nice idea — if it didn't make people insane. Although there are no such studies that I know of, a graph might show that Americans have been consuming increasing quantities of antidepressants in direct correlation to the growth of corporate call centers overseas. |
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Thursday, 24 May 2007 |
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There's a new dimension to this year's Channel Champions research study, one that reflects the very tangible financial metrics by which a solution provider gauges the value of a particular vendor relationship—a judgment that changes with time. |
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Tuesday, 08 May 2007 |
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You can’t manage what you don’t understand, and you can’t understand what you don’t measure. Heard this one before? Chances are you have, but how well do we really practice this simple philosophy? |
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Thursday, 03 May 2007 |
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Recorded calls between your agents and customers hold valuable insights into how business is being handled within your company. Although many hours of these calls are recorded, very few companies are leveraging the vast amount of BI hidden within these audio files. |
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Wednesday, 02 May 2007 |
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A new report finds that 58% of companies have adopted revenue generating capabilities by leveraging their call-centers as transaction hubs. No longer must call-centers limit their functions to customer support, many act as the first line of up-sales and cross-sales generation for their organizations. |
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Wednesday, 02 May 2007 |
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The next wave of outsourcing is about assessing all aspects of an organization's business activities to determine if and where there are opportunities to leverage outsourcers' capabilities, intellectual property, best practices, global infrastructure or geographic presence to access resources and capabilities around the globe. |
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Monday, 30 April 2007 |
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Security risks, higher-than-expected costs and productivity losses -- as well as management, communications and coordination problems -- have led some outsourcers to reconsider their decisions and even pull some processes back in-house. Moreover, as the outsourcing market matures, cost inflation has pushed executives to take a harder look at outsourcing, offshoring and near-shoring. |
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Friday, 27 April 2007 |
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Communications companies that engage outsource service providers typically face challenges in maintaining their brand image because the third party may provide inconsistent services to end users and subscribers. |
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Wednesday, 25 April 2007 |
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