Monthly Archives: November, 2003

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Outsourcing Customizes Customer Care Worldwide | Article

Buyers who outsource their call centers are discovering they can reduce cost and increase their customers’ satisfaction even when call volumes are increasing. New studies show using a mix of offshore and domestic agents is sparking double-digit growth in Europe.

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Part 3: A Diamond In The Rough | Article

Governance tends to be one of the most difficult aspects of outsourcing. Yet it is vital to a relationship’s success. Roger Swantek of EDS describes how to create a successful governance program for procurement outsourcing.