CRM & Call Center

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Lessons from the 2007 Outsourcing Excellence Awards | Article

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.

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ACS Helps a Louisiana Agency Weather the Storm | Article

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.

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

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.

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

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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Kathryn Kelly of ExcellerateHRO | Article

The President of ExcellerateHRO relishes the fact that HRO suppliers are taking away the tactical work that makes up the daily grind so the new, reskilled HR department can focus on the strategic. Kelly, who has a research background in epidemiology, sees a definite connection between work and health.

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