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 [...]
Social media has rapidly expanded beyond the college dorm room to the corporate boardroom, enabling companies to interact with and attract customers in whole new way. So, what’s not to ‘like,’ right? While a skillfully executed social media program can bring big gains to corporate marketing, these channels have to be handled with care. One [...]
Remember the time when the whole world got its silk from China, spices from India and cotton from Egypt? The world of IT is veering towards the same concept, sourcing development of specialized software where it’s made best. In the truly flat world with data traveling in real-time across continents and time zones, there’s really [...]
Over the past 10 years, there’s been a dramatic shift in the world of marketing. Digital media is now mainstream, taking multiple forms and co-mingling with the traditional offline fare. Well utilized social media can create a vital connection with a company’s target audience whether that audience is comprised of consumers or corporate decision-makers. The [...]
Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such [...]
WEBINAR ON DEMAND: Social Media: A Goldmine of Untapped Business Potential Social media is a gold-mine of insights about your customer’s expressed and unexpressed needs and preferences as well as their dislikes and dissatisfactions. Watch this educational webinar to learn how to leverage Social Media & Text Analytics to enhance revenues and market share through: [...]
The big headline in BPO: The continuing global economic changes are causing a paradigm shift in the way organizations are doing business, according to Dinanath Kholkar, Head, BFS & INS, BPO Services, Tata Consultancy Services (TCS). “Higher returns on investments, faster turnaround times and the need to reach out to emerging markets are the need [...]
Wipro Voice: A Discussion with KD Singh, Global Head of the ISV business “My own theory is that we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy. More and more major businesses and industries are being [...]
If your company still holds marketing as sacrosanct and non-outsourceable – even though it has likely embraced outsourcing for other functions – you’re certainly in the majority. Granted, portions of marketing such as creative work, branding and media buying have always been out-tasked to advertising and marketing communications agencies. But with the shift from traditional [...]
Can outsourcing be a catalyst for innovation? In the case of the transportation industry, the answer is a definite “yes.” Today, transportation organizations are partnering with outsourcers to do more than reduce cost. Together, they’re finding creative ways to decrease congestion, improve safety and protect the environment, all while positioning to respond to the needs [...]
Ritesh Idnani is the chief operating officer of Infosys BPO and one of the 15 members of the executive leadership team at the Infosys group of companies. He successfully helped scale Infosys’s BPO business from $43 million in FY 2005 to $427 million in FY 2011. Based in New York City, Idnani focuses on managing [...]
A Discussion with Dmitry Loschinin, CEO of Luxoft How is the move to mobility affecting ITO? What impact have social networks had on the ITO scene? What are buyers demanding now? Is there a shift in ITO buyer locations? Outsourcing Center talked with Dmitry Loschinin, CEO of Luxoft, a Russian-based IT services provider about the [...]
Wipro Voice: A Conversation with Bhanumurthy, Sr VP, RCTG Business, Wipro Technologies New urban markets, accessible technologies, changing social patterns, and a cautious return of consumer spending are brokering new opportunities for retailers. What are the strategies, tools, and technologies that make the road ahead a smooth ride? The first decade of the 21st century [...]
One of the big corporate worries about social media is that customers will complain about them and then the whole world will hear the problem. The customer who received the 300-page iPhone bill and the United baggage handlers who broke a musician’s guitar demonstrate what happens when unhappy customer comments go viral. “With customers constantly [...]
The retail landscape is forever altered by the escalating demands of the Millennial generation, social media, mobile communications and more. This dramatic shift is driving the need for a radically different shopping experience. Cognizant has compiled shopper data from over 2,000 shoppers to reveal the most important retail challenges and opportunities ahead to help you [...]
What will be the speed of adoption of outsourced cloud computing solutions over the next five years? How will the cloud evolve and change outsourcing arrangements? How can buyers of outsourcing services optimize their cloud opportunities and manage the risks? Outsourcing Center interviewed industry executives about developments in outsourced cloud computing solutions. In this article [...]
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