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Archive for February, 2009
Research by three leading companies finds a new trend in contact center outsourcing: a growing preference for domestic or nearshore locations. Why? Greater ease in managing the engagement and lower risk of alienating important customers due to accent and cultural issues. Today, more companies are increasingly reluctant to consider offshore locations. Read about changing landscape and the forces creating that change.
February 1, 2009 |
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Why do some buyers decide to renew their outsourcing contracts early before the term expires? Outsourcing Center studied 92 relationships to identify the drivers for early renewals. The study also revealed top qualities of providers appreciated by buyers in early-renewal deals.
February 1, 2009 |
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Outsourcing to two different suppliers is tricky but doable. But cutting your IT into six different pieces? Sounds like a guarantee for a migraine — but not for the Alliance Group. It has written an outsourcing policy that insures great benefits, including a return on investment of 20 percent.
February 1, 2009 |
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Owners of two small insurance companies knew the key to growth was finding cheaper ways to do business. The answer was outsourcing. But in 2005 there were few domestic providers serving the SMB sector since most providers focused on the big ticket buyers. They insured their growth by working with a Chinese supplier.
February 1, 2009 |
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ARO, an outsourcer of marketing back-office services, has to have the most compliant caller information. But it didn’t have the time or money to subscribe to all the available lists or interact with the do-not-call watchdogs, who can assess thousands of dollars in fines. So the outsourcer turned to another outsourcer. The result: better data and the ability to run leaner and meaner.
February 1, 2009 |
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Standardization, in-house centralization and outsourcing: A portfolio approach.
February 1, 2009 |
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With the new administration’s focus on improving healthcare, the key question is how to create a system that both reduces costs and improves patient care? Chris Deelsnyder, head of ACS’ Government Healthcare, says a technology solution is to create electronic healthcare records that follow the patient wherever they seek care.
February 1, 2009 |
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For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approach to quality management (QM) in contact centers and other customer relationship management (CRM) efforts. By leveraging a broader array of [...]
February 1, 2009 |
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