Research & Insight


CRM & Call Center

How to Improve Processes From Within | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

As Tom Devane sees it, businesses today, like Hamlet, face an existential question: To offshore or not to offshore. “For most of today’s manufacturers and knowledge service providers, that’s a perplexing question indeed,” says the author of Integrating Lean Six Sigma and High-Performance Organization. Leading the Charge Toward Dramatic, Rapid, and Sustainable Improvement, which was …

How Leading Companies Avoid Being Bitten by Telecom Expenses

Outsourcing Center, Kathleen Goolsby, Senior Writer

Voice and data communication–the fourth-largest operating expense for most companies–has historically not been managed in a rational way. But outsourcing solutions are now evolving to a compelling value proposition with a Total communication Management model.

Getronics Offers Expert Advice on IP Communications

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Convergence, which means running voice, data, and video on a common infrastructure, brings a lower cost of ownership and the ability for companies to adapt quickly to changing business environments. Getronics explains how to manage a convergence project.

And Then There Were Two | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

AAA and EDS collaborated on how AAA could increase market share and customer satisfaction, at the same time, allowing EDS to enter a new market. They have leveraged each other’s domain expertise and now go to market with a single, seamless solution for some of AAA’s customers.

Vintage Outsourcing | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

CompuCom Systems’ SLA-driven outsourcing services have improved E&J Gallo Winery’s IT functions so dramatically that the winery is currently ranked in the Information 500 as the number one IS shop in its industry and the number three overall among all industries

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