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It is not as absurd as it might sound. As the offshoring trend has gathered steam, a cottage industry of brokers and consultants has emerged. Not only can these intermediaries hook you up with the right contractors, they help ensure a good fit, managing the relationship and handling any problems that pop up. |
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Monday, 19 December 2005 |
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Want to get the most out of your outsourcing relationships? Think before you leap and set some ground rules. Many U.S. companies need to seriously rethink their outsourcing strategies. Outsourcing has become so faddish there is a danger that companies may do so compulsively, with little planning or consideration of what it takes to successfully manage contracts, processes and goals. |
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Monday, 19 December 2005 |
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Servcie recovery is how do you pull a customer from hell to heaven in 60 seconds or less. You need to apologize, solve the problem, compensate with something of value, create a service recovery process and train employees. |
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Friday, 16 December 2005 |
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The ongoing holiday season has prompted us to focus closely on the retail industry. It is becoming clear that successful retailers are going to adopt a multichannel but single experience approach to their business.? |
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Thursday, 15 December 2005 |
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When it comes to customer service, Duke Parmelly has incorporated his commitment into his production team?s vision statement: ?Our goal is to make each and every client feel like they are our only client. If we are successful, then we know we are doing our job.? |
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Thursday, 15 December 2005 |
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The debate over outsourcing has moved from American City Halls to engineering colleges in India. |
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Wednesday, 14 December 2005 |
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Business process outsourcing (BPO) is similar to the purchase of physical goods from domestic or foreign sources, but instead of goods being obtained from other sources, part of the administrative function of the firm is done by a company outside the parent. |
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Wednesday, 14 December 2005 |
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Left alone in her hospital room, Barbara Gerber spent much of her time taking careful notes about the details of her care. Or she hid in the bathroom, where she dictated her observations into a tape recorder. |
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Thursday, 08 December 2005 |
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Preliminary findings from the annual Contact Center Benchmarking Report show North American call centers at greater risk for business disruption and customer defection. |
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Tuesday, 06 December 2005 |
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Instead of moving offshore, call-center jobs are going to home-based U.S. workers, and software programming jobs are moving to low-cost U.S. metro areas. |
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Monday, 05 December 2005 |
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