Research & Insight


CRM & Call Center

Cigarette Manufacturer Rolls Out VoIP | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

JTI, which manufactures Salems, Winstons, and Mild Sevens, has plants in 48 countries. It asked Equant, its global telecom provider, to set up a voice over Internet protocol call center so it could take advantage of the new services VoIP offers.

What to Expect This Year in the Leading BPO Processes

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Here’s a sneak peak at new developments in human resources, finance and accounting, customer relationship management, and procurement and global trade management outsourcing. 2005 promises to be a busy year for BPO.

Avoiding Outsourcing Pitfalls | Article

Jon F. Doyle, Attorney, White & Case LLP

Jon Doyle of White & Case shares six key provisions that any outsourcing agreement should have to help mitigate unavoidable problems when offshoring.

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