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Research & Insight

Function

CRM & Call Center

Hospitals Need Nurses on the Floor, Not Answering the Phone: Why Hospitals Outsource CRM

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

At any given time of day, three ads for Cedars-Sinai Medical Center air on Los Angeles radio. The call to action is to phone a toll-free number. The hospital wants to make sure those calls are answered properly. So it outsourced its call center to a supplier specializing in healthcare.

How Outsourcing Helped A Hotel Company Create A Loyalty Program

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

In the hospitality industry, a small number of travelers contribute a large portion of the revenue. Leading Hotels of the World, a marketing company for luxe hoteliers, used an ASP solution to create its loyalty program. In the process, supplier Quaero helped Leading Hotels improve its guests’ experiences.

How Offshoring Is Affecting US Real Estate Leased to Call Center Suppliers

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The American press has dissected how the offshoring trend is affecting US employment. A new study by Jones Lang LaSalle shines a spotlight on how the trend is affecting US real estate absorption. It discovered US call center absorption is shrinking. The study shows where the rents are going.

Ireland (With Help From India) Helps Boston Insurance Company Compete

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

This issue our Other Than India series focuses on Northern Ireland. Liberty Mutual created a captive in Belfast for applications development during the dot com boom when programmers were in short supply. Today the insurance company has 160 people there who can easily travel to Boston when necessary.

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