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India as a ‘plum outsourcing destination’ is losing its brand value thanks to deteriorating quality, substandard work, and increasing costs, according to a latest survey. |
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Wednesday, 21 March 2007 |
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Anyone who doubts the changing role of contact centers, need only to look at a single example. Six years ago, one of the top ten retail banks in the U.S. measured its customer service performance primarily by how much it cost to serve each customer—how long its agents spent on the phone, and how efficiently each of 36 call centers managed requests for their independently run business unit. |
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Wednesday, 21 March 2007 |
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Rising salaries and other cost increases in emerging markets such as India and China mean the financial advantages of outsourcing to such destinations will dry up in the next 20 years, according to a study. |
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Friday, 16 March 2007 |
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Those who buy from only lowest-cost vendors find themselves changing suppliers all the time, which means origin points for materials are constantly in a state of flux. This complicates supply chain logistics and can produce extra freight costs that exceed the savings from buying from the cheapest vendor. |
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Wednesday, 14 March 2007 |
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For operations of all sizes, there are benefits in outsourcing contact center needs. Whether it is seasonal agents that aid in call spikes or the outsourcing of an entire operations call center needs, the efficiency improvements and cost savings that can come from outsourcing have allowed it to remain a viable solution that meets organizations customer needs. |
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Wednesday, 14 March 2007 |
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Research shows that contact center outsourcing vendors are struggling to adapt to industry-specific solutions for both new and established clients. |
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Tuesday, 13 March 2007 |
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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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