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 [...]
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 customer experience is changing, and this time around, the customer is at the core, driving the change agenda. Customers expect to research, discover and purchase items across multiple channels — websites, brick-and-mortar stores, mobile platforms, direct mail, catalogs, home shopping, gaming and more. The challenge for retailers and service providers is to ensure that [...]
Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of [...]
Customer experience has become a powerful differentiator for organizations of all sizes and types. In today’s ultra-competitive market, businesses must strive to deliver exemplary customer service across all touchpoints and via a proliferating array of channels. With customers becoming more demanding every day – and given the fact that dissatisfied customers often will take their business over to [...]
Aftermarket Services (AMS) have become a priority for CXOs, with CEOs seeking sustained revenue growth and customer relationships, and CFOs looking for service profitability and cash flow through operational efficiencies. While Aftermarket Services (AMS) can contribute to driving enterprise growth, a robust AMS program can be challenging to develop and implement. This paper identifies six [...]
An outsourcing provider’s quality of services and the achievement of the agreed-upon mutually beneficial objectives are essential to success. But there are additional actions that service providers and buyers can take to boost the return on investment and increase the life expectancy of their relationship. To identify these relationship-strengthening actions, Outsourcing Center conducted a survey [...]
Wipro Trend Setter Today people use mobile phones for much more than just phone calls. Nielsenwire estimates that by end of 2011 the sale of smartphones will overtake the sale of regular phones. Further, smartphones are increasing in sophistication, creating a new channel of opportunity for retailers. Today, the question is no longer whether to [...]
DATAMARK, Inc. is a BPO/BPR firm that specializes in end-to-end, back-office solutions in transaction processing, customer service, and Finance & Accounting. Based in the United States, DATAMARK employs a global workforce of over 2,000 employees to support Fortune 100 companies in the Banking & Financial, Freight & Transportation, Government, Healthcare, Insurance, Manufacturing, and Marketing & [...]
How do you make your brand unique in today’s commoditized world? The customer experience has become a big differentiator in a world where the consumer now has power. Sauarbh Mittal discusses what to do and lists the five mistakes companies need to avoid.
A digital media professor, a business school professor, and a marketing professor share their thoughts and suggestions on how businesses can use social media successfully. Read their tips.
Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.
Wipro Voice: A Conversation with Rahul Koul, Manager, Strategic Marketing, and Kathik Nagendra, Manager, Wipro Council for Industry Research It’s cheaper. It’s more effective. Its reach is virtually boundless. And it’s all in one place. “Social networking and new media are powerful tools to help companies, whether small or large, get their message across, reach [...]
Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.
David Litman, the founder of hotels.com, was itching to get back in the game after selling his company. He changed the business model the second time around, relying on people as well as the Web to book travel deals. Outsourcing to Working Solutions made it possible–and successful.
Getting from A to Z (from the current state of outsourcing relationships to the future state of how relationships will need to work in order to bring about the outcomes that buyers demand) is not an easy path, and some providers will fall away during that journey. In addition, cloud computing changes the entire picture. [...]
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