Research & Insight

Business Challenge

Customer Satisfaction

Counting on Communication | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

From the Editor: Outsourcing drove down costs for Hallmark, which was the original intention. At the same time, outsourcing allowed Hallmark to sustain its high quality of customer service and satisfaction. Moreover, it’s interesting to see how this relationship grew and prospered over the years. Building on these strengths, the buyer continues to add more and different services to the contract…

No Seams | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Industry studies reveal that most customers who become dissatisfied select another provider, rather than return the functions in-house. Stephen Fordham, Senior Director of Employee Care at Convergys Corporation.

Extending the Reach of Outsourcing | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

As the outsourcing industry heads into 1999, Richard Raysman, an attorney with the New York firm of Brown Raysman Millstein Felder and Steiner LLP, expects to see not only larger transactions, but an expansion of the services being outsourced.

Let’s talk more

Consult Form

"*" indicates required fields

This field is for validation purposes and should be left unchanged.