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.
How important to the value proposition for an outsourcing initiative is the service provider’s domain…
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.
A significant trend for outsourcing in 2010 is that business transformation initiatives are on the rise. So are multisourcing environments. This article looks at these and other trends, implications, and recommendations.
Auteco Kawaski, a larger motorcycle assembler in Latin American, was unable to track the service and warranty records on individual bikes by either its 300 dealers or 350 service shops. A Colombian supplier, PSL, created the application to do just that.
Transparent pricing, highly standardized processes, vertical solutions. Companies will select service providers that deliver the…
Among the various changes that will impact outsourcing over the next five years, Don Schulman,…
Thanks to the American Recovery and Reinvestment Act of 2009 (ARRA) (the economic stimulus package…
Technology enables business change, but it doesn’t drive it. Jim Stikeleather, Chief Technology Officer at…
Getting from A to Z (from the current state of outsourcing relationships to the future…