Tag: customer satisfaction

Five Signs That You Might Need to Outsource

Five Signs That You Might Need to Outsource

If you’ve been able to resist outsourcing while the world around you is doing it, that’s great. However, it might be a good idea to start looking at the outsourcing option if you’re seeing one or more of the following happening in your company. 1. You just can’t find the right people. If you find […]

Why Relationship Matters in Delivering  Results to CFOs | White Paper

Why Relationship Matters in Delivering Results to CFOs | White Paper

The role of the CFO has been transformed with today’s top finance executives managing a broad set of responsibilities that span financial and strategic decision making. According to numerous surveys of CFOs across a wide set of industry segments, CFOs remain responsible for reporting past financial performance but are also taking a leading role in […]

Insurance Forecast: The 13 Big Challenges of 2015 or How to Leave the ’80s Behind | Article

Insurance Forecast: The 13 Big Challenges of 2015 or How to Leave the ’80s Behind | Article

The premise of the best-selling book “Who Moved My Cheese” was that people and companies needed to be flexible and willing to change when their environment did. When the Outsourcing Center asked four of the outsourcing experts in the insurance space to enumerate the biggest challenges the insurance industry faces in 2015, the unifying answer […]

How to Use Customer Data to Improve Your Customer Experience in the Call Center

How to Use Customer Data to Improve Your Customer Experience in the Call Center

Customers are telling you exactly how to win and keep them. They share their data willingly, in exchange for a great brand experience. It’s up to savvy customer experience teams to make use of that data.  Learn about best in class strategies in the new Harte Hanks point of view paper “How to Use Your […]

Five ‘Must Do’s’ to Make a Winning Impression During Provider Auditions

Five ‘Must Do’s’ to Make a Winning Impression During Provider Auditions

The provider audition is often the first opportunity to connect with the entire customer decision-making team assembled to lead the sourcing decision. To win the business, you must be able to make a connection with the customer on a personal trust level. Establishing this type of relationship has become the attribute that makes a difference […]

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

Not too long ago, customer care—the proverbial contact center—was regarded as a necessity. It was corporate overhead; operational in nature, something that fulfilled a customer-facing function, much like express lane checkers at a grocery store or tellers at a bank. Move ‘em in, move ‘em out, keep ‘em happy. An important job, with potential to […]

Creating Business Value is the New Leading Edge in Outsourcing | Article

Creating Business Value is the New Leading Edge in Outsourcing | Article

Traditionally, organizations outsourced to save money and improve their processes thanks to an expert who could invest in systems and technology.  Cost arbitrage was the foundation of outsourcing over the last decade. Service providers based out of low-cost locations provided services at lower costs without compromising on work quality. In the second generation of outsourcing, […]

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

WIPRO VOICE: There was a time when brand recognition was a consumer product’s best friend. A pretty package and eye-level shelf placement, coupled with some targeted print campaigns or clever TV ads, and you had it made. Whether you sold fashion or food, golf clubs or barbeque grills, the right combination of product, price, promotion […]