Research & Insight


CRM & Call Center

Kathryn Kelly of ExcellerateHRO | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

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.

One App Fits All | Article

John Harney, Business Writer

This SMB manufacturer replaced its legacy applications with one hosted ERP suite for dramatic cost savings and vastly improved operational efficiencies.

Outsourcing Helps Legacy Air Carriers Fly Back to Profitability | Article

Jerry Bowles, Business Writer

Outsourcing has been one of the most important factors in the industry turnaround, providing an opportunity to remove large amounts of fixed cost while drawing on the expertise of the outsourcer to update the airline’s technology base. Read why airlines are outsourcing important business processes.

How Leading Retailers Achieve Vendor Performance Management and Compliance Optimization | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Most retailers lack the ability to efficiently process their vendor-performance information into knowledge that allows them to avoid or recover unnecessary costs from inaccurate shipments. However, there’s an outsourced solution that brings visibility into vendor operations, creating huge competitive advantage. Read what it did for Gottschalks and other retailers.

Solving SMBs’ Communications Technologies Challenges | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Most small to midsize businesses (SMBs) don’t have in-house telecom experts, lack the experience to handle ongoing quick technological changes, and can’t effectively plan ongoing strategies, manage implementations, and ensure harmonious use of communication technologies and devices on their own. So they outsource.

When The Phones Don’t Work, Call A VoIP Supplier | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Success Apparel, a children’s sportswear manufacturer in New York City, just wanted its phone system to work. Its phone system was dead for as long as three days as its local, long distance, and PBX supplier pointed fingers. Outsourcing all its telephony to a VoIP supplier solved the problem.

Achieving the Impossible in 30 Days | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Hughes, America’s 15th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company’s direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.

Calling for Help: Outsourcing Helps BT Reinvent Itself | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

BT was a plain old phone company. Then competition and the Internet changed telecommunication. Where was BT going to find the capital to fund the requisite new offerings? BT outsourced its HR to Accenture. Together the partnership transformed BT.

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