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Customer service is a term that rolls easily off the tongue of almost every corporate mogul you hear interviewed or quoted these days. They talk about the fierce competition they face in their chosen industry and that the distinguishing factor that separates the leaders in their field from the also-rans is how they service their customers after the sale. In the remote environment of eCommerce, it can be particularly difficult to maintain a satisfying relationship between the buyer and seller, whether it’s B2C or B2B. This has spawned a whole new generation of companies that specialize in helping other companies manage interaction with their customers over the Internet. Ziptone is such a company.
United Parcel Service (UPS) delivers three million packages a day. While the delivery company had no trouble managing its enormous fleet of brown trucks and the location of its packages, it had difficulty capturing the billing data on those packages. It took 14 days before the company had the billing criteria for any package, information necessary to begin the accounts receivable process. Two weeks is a long time to be without its hard earned cash.
March 1, 2001 |
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Without a doubt, today’s competitive forces have pushed the role and importance of customer relationship management up to the top rung of the ladder to success for organizations. As it is so vital, it has become a specialized area and an industry in itself. Thomson Consumer Electronics, which manufactures electronic products for the well-known brands of RCA, GE and Proscan, came to understand in the mid 1990s that customer care is a separate skill and a trade apart from manufacturing. We are in the manufacturing business. We wanted to develop a partnership with a company that had expertise in managing a customer care center and call center, recalls Scott Medawar, Manager of Customer Care Operations for Thomson. They began outsourcing these strategic functions to Spherion in 1997. Prior to their agreement, Thomson had operated its own call center and had a relationship with Norell to staff the center (Norell later became Spherion).
February 1, 2001 |
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The I Love You virus did very unloving things to the computers of email readers who couldn’t resist opening the infected note. The malicious message did billions of dollars of damage. And an avalanche of email messages brought down Yahoo in a DDOS (distributed denial of service) attack. These high profile events made companies realize the Internet is full of lurkers and some of them are evil people.
February 1, 2001 |
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Multimillion dollar deals were the hallmark of 2000. These were multisite contracts that spanned continents and had a varied scope involving more than one process, according to Rebecca Scholl, an analyst with Gartner Dataquest in Mountain View, California. And she believes that trend will continue in 2001. A good example of the mega deal is the $125 million contract Nortel Networks signed with PricewaterhouseCoopers (PwC). This global company hired PwC to outsource its human resources (HR), finance and accounting, and administrative services at numerous Nortel sites. The biggest deal was the $1 billion 10-year contract the Bank of America signed with Exult to outsource HR and finance and accounting. This contract is only for the U.S., but it could expand to other regions, Scholl says.
January 1, 2001 |
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New vendors around every corner. Mega deals. Dead dotcoms. And even some fallout from Y2K. They littered the year 2000 battlegrounds in the outsourcing arena. Gartner Dataquest’s Bruce Caldwell, senior analyst-outsourcing, recently completed reports and forecasts from his company’s surveys of end user wants and needs in the world of IT. He says the turmoil in the IT services marketplace this past year was a factor in a dip in the IT services revenue that had been forecasted for 2000.
January 1, 2001 |
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The Dallas Morning News printed a shocking story on toxic waste dumps in town. At the end of the story was a bar code. Worried homeowners could rub a mouse like device (that looks like a cat) over the striped lines. Instantly their PCs (the device connects them to the Internet if their computers are on but not online) brought up a Web site listing all the toxic waste sites in their zip code.
December 1, 2000 |
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ICT Group, a teleservices company that specializes in customer relationship management (CRM), has a solution. Its eCRM software allows a real live human to hold the customer’s hand, every step of the way. Both parties look at the same Web page to keep the conversation relevant. Duffy Campbell, ICT president, calls this collaborative browsing because ICT operators can help customers fill out a shopping cart the minute they need help. The intended result: a completed transaction instead of a lost sale or disgruntled customer…..
November 1, 2000 |
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When a frustrated customer calls an 800 number for help, the Help Desk Institute says that call costs the company $33. SafeHarbor.com, an outsourcing buyer, has devised a way to use technology to cut that cost…
September 1, 2000 |
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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.
March 1, 2000 |
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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…
February 1, 2000 |
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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.
January 1, 1999 |
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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.
January 1, 1999 |
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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.
February 1, 1998 |
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