Research & Insight


CRM & Call Center

Risk Mitigation in Outsourcing in 2008 | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

We spoke with industry experts to get their insights on mitigating outsourcing risks in 2008 and also looked at how buyers and suppliers are their own worst enemies when it comes to creating risks.

BPO Innovation: It’s the Technology, Stupid!

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Innovation is outsourcing’s new buzz word. However, it’s a lot easier to talk about innovation than do it. SAP’s Gianni Giacomelli discusses the techniques that work and the traps to avoid.

Deloitte Report: Offshoring in the Financial Services Industry "Forever Changed" by Globalization | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

A new report from Deloitte Consulting discovered financial institutions are reshaping themselves before our eyes. They will be forever changed by globalization, according to Peter Lowes. Fact: In 2001 less than 10 percent of the financial services industry had moved work offshore. Today, 75 percent have. Here’s what’s really happening.

Lessons from the 2007 Outsourcing Excellence Awards | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Common themes ran through the relationships of the Awards winners–whether the buyer was collecting child support payments in Louisiana, performing cardiac surgery in Boston, or supplying cell phone service to rural India. Peter Bendor-Samuel shares the lessons learned.

ACS Helps a Louisiana Agency Weather the Storm | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.

Hosted ERP Suites Improve Front- and Back-Office Operations, Yield Dramatic Cost Savings for Smaller Manufacturers | Article

John Harney, Business Writer

Since installed ERP systems are expensive, complex to deploy, and require dedicated IT resources to maintain, automating mission-critical systems for small manufacturers is a challenge. ProSoap found itself concentrating so much on our servers that we couldn’t get on the phone enough to make sales calls. Outsourcing a hosted ERP solution solved the problem.

Outsourcing Facilitates Airline’s Cash Flow for Staying Competitive | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Investing in innovation is critical to business success, especially in highly competitive industries such as the airline industry, which was hit hard with cost constraints after the September 11, 2001 terrorist attacks. Yet, British Midland Airways has been innovating and achieved many firsts in service quality. Outsourcing the highly specialized area of revenue accounting had a major impact on cash flow.

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