CRM & Call Center

Calling For Network Solutions | Article

Calling For Network Solutions | Article

Acer Inc., the world’s third largest manufacturer of personal computers, knew it had to make some major infrastructure changes to compete in today’s connected world. It was operating six distinct networks that couldn’t share information. What it needed was a single Web-based, real time, e-commerce network.

Lowering the Cost of People | Article

Lowering the Cost of People | Article

Initially, the e-commerce world was peopleless; there was a manufacturer and a consumer and almost no one in-between. Ironically, it is becoming clear that what is going to separate successful companies from unsuccessful ones in the evolving e-commerce world will be people. Outsourcing makes this possible.

Counting on Communication | Article

Counting on Communication | Article

From the Editor: Outsourcing drove down costs for Hallmark, which was the original intention. At the same time, outsourcing allowed Hallmark to sustain its high quality of customer service and satisfaction. Moreover, it’s interesting to see how this relationship grew and prospered over the years. Building on these strengths, the buyer continues to add more and different services to the contract…

Launching a Center of Competence | Article

Launching a Center of Competence | Article

Outsourcing–In existence for more than 175 years, the Bank of Montreal, a large, complex organization with a branch network of approximately 1,000 locations, had determined by the mid 1990s that it needed to reinvent the way it did business. The financial services landscape evolves very quickly, explains Linda Tuck Chapman, director of services in Strategic Sourcing…

The Tactics of Transformation | Article

The Tactics of Transformation | Article

The outsourcing industry, having matured significantly during the past ten years, faces changes in 1999 that will not only alter the focus of the outsourcing industry itself, but will also transform the companies entering into such transactions.

Teaming Up with Go-To-Market Partners | Article

Teaming Up with Go-To-Market Partners | Article

While overall growth will continue throughout the outsourcing industry, functional outsourcing will play an even more dynamic role in reshaping the global marketplace, according to Scott Anderson, senior operating executive, Commercial Sector, MCI Systemhouse.

The Benefits Beyond IT… | Article

The Benefits Beyond IT… | Article

As the industry continues to move from cost-based to value-based outsourcing, technology trends that leverage network over premise infrastructure will offer new opportunities in business processes and functions.