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I always giggle when I see the decision by some large company to outsource customer service jobs or even technical support positions to overseas call centers. |
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Tuesday, 13 March 2007 |
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Customer satisfaction is a goal of any company looking to succeed and gain advantage in the marketplace. It is through the satisfaction a customer receives with their products and or service offerings that a business gains 'key', loyal customers and is able to thrive in the marketplace. |
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Monday, 12 March 2007 |
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A fundamental goal of CRM is to improve long-term growth and profitability through a superior understanding of customer behavior. Here, CRM examines all aspects of the interactions a company has with its customers and involves the implementation of methodologies and technology to help an enterprise manage its customer relationships in an organized way. |
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Friday, 09 March 2007 |
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High-technology and competitive-staffing strategies have made at-home contact centers a reality. Now agents are able to log on and handle customer calls, emails, and chats in the convenience of their own home. |
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Friday, 02 March 2007 |
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Companies that focus on the details of hiring and job orientation and those that don’t do this work experience significant differences in financial performance and employee engagement, according to a review of human resources practices at 50 large U.S. companies
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Monday, 26 February 2007 |
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The mere mention of outsourcing and its impact on the U.S. is enough to elicit strong emotions on either side of the issue. Proponents argue that relocating low-skill service jobs, like those in customer service or data entry, to foreign shores is necessary to ensure the productivity and competitiveness of the U.S. economy. |
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Friday, 23 February 2007 |
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Financial institutions are maintaining the attitude that risk management and compliance is merely a cost of doing business. Instead financial institutions should approach risk management and compliance as an opportunity to build customer confidence, increase revenues and decrease IT spending. |
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Thursday, 22 February 2007 |
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Outsourcing rumors are sure to set off pandemonium among employees in an IT organization. Though outsourcing may seem like management’s shortsighted means of cutting costs, the act of determining the pros and cons of meting out certain business processes can have real benefits for your organization. The key is to conduct a thorough outsourcing analysis |
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Monday, 19 February 2007 |
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Some 89% of the customer organizations surveyed say they plan to maintain or increase their current level of outsourcing. So why do many of the other survey findings paint such an unflattering picture of these relationships? |
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Monday, 19 February 2007 |
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Outsourcing has been seen in both a positive and negative light over the course of years since it has been in place. Depending on the way it's looked at, outsourcing can have a strong set of benefits, or enough negative possibilities to counteract the reasons for outsourcing in the first place |
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Friday, 09 February 2007 |
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