Ben Trowbridge
If I had to do it over again, I would change….is the lament of many executives structuring outsourcing agreements. We interviewed six who were satisfied with the plans they made. They shared a common approach: they used an advisor.
Outsourcing Center, Kathleen Goolsby, Senior Writer
National Rail Enquiries handles the telephone calls for the British rail system. Before outsourcing, it had trouble just answering the volume of calls. Now its call center has become a strategic driver for better customer service.
Outsourcing Center, Bruce McCracken, Business Writer
India is receiving all the headlines as the best place for offshore outsourcing. But a new study by the Aberdeen Group found that a majority of companies prefer to send their call center work to Canadian service providers if the work is leaving the US.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Alfonso Montiel of EDS shares practical steps to prepare a procurement outsourcing strategy.
Outsourcing Center, Bruce McCracken, Business Writer
Aberdeen reports ASPs specializing in CRM will enjoy a growth rate of 84 percent in the next 36 months. The preferred way to outsource is now hosted applications.
Outsourcing Center, Kathleen Goolsby, Senior Writer
There’s a troublesome trend in decision-making processes in the outsourcing community. Here are the details, along with the best-practices suggestions.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Procurement outsourcing is a strategic decision requiring serious consideration. In Part 1 of a three-part series, Tracey Hinkle of EDS discusses the key points to ponder.
Outsourcing Center, Bruce McCracken, Business Writer
You don’t need statistics to know a third of companies never answer their customers email queries. Outsourcing email to Indian companies has benchmarks of two to six hours. It’s a better way to keep customers happy with their customer service.
Outsourcing Center, Kathleen Goolsby, Senior Writer
There are common characteristics among successful transitions. We highlight some of them in the story of a successful transition, despite a complex and sensitive scenario.
Outsourcing Center, Kathleen Goolsby, Senior Writer
What happens after your ERP implementation or other IT initiative stalls or worse, fails? Here’s how a leading company successfully recovered from such a situation in rapid time and came out even stronger than planned.
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