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Holiday Inn President Mark Snyder has figured out what he needs to do for his customers, and what he doesn't. That balancing of costs and benefits is exactly how companies should approach their spending on customer service. |
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Friday, 03 November 2006 |
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Contact center challenges continue to surface focusing on cost containment, achieving customer loyalty and turnover reduction. |
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Thursday, 02 November 2006 |
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Do you manage by the numbers? Be careful if you do: Your data may be playing tricks on you. |
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Wednesday, 01 November 2006 |
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Many small- and medium-sized businesses can learn from the way GoodLife tracks its business. Because for this company, it's not just what numbers are tracked: it's also why they're tracked. |
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Thursday, 19 October 2006 |
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Most customers and providers entering outsourcing relationships know the litany: You've got to manage as you have never managed before, if you want your outsourcing relationship to succeed. |
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Thursday, 19 October 2006 |
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A study of the top100 worldwide outsourcing deals uncovers an increase in deals with more global reach, an increase in the number of competitors, a rise in network and desktop outsourcing, and a reduction in combined deal value. |
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Thursday, 19 October 2006 |
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Small businesses can reduce time spent on payroll by 30 per cent and prevent costly penalties by outsourcing. |
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Tuesday, 17 October 2006 |
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In India, it is easier for big-name Western firms to hire and retain the best local talent than it is for local outsourcing firms. This holds true for both captive operations and merchant facilities. |
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Thursday, 12 October 2006 |
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The report released this week says the competitive advantages of outsourcing are in some cases completely wiped out due to low productivity. |
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Friday, 06 October 2006 |
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The choice between outsourcing or operating a captive facility for call center services, non-voice customer services and back office processing, offers advantages for both approaches. |
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Wednesday, 04 October 2006 |
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| Results 211 - 220 of 347 |
