Industry Archives

No ‘Reservations’ at the Inns

Outsourcing Center, Kathleen Goolsby, Senior Writer

At LaQuinta, the inbound call center has been an outsourced function since 1996. Jackie Burke, Vice President of Reservation Services for LaQuinta, says the company has no reservations -- that is, no doubts or misgivings -- about its choice of

What’s the Best Way to Outsource CRM?

Jerri L. Ledford, Business Writer

When a company outsources its customer relationship management (CRM), how do its executives know their customers will receive the best service their company has to offer, if its own employees aren't actually offering the service?

Straight From the Horse’s Mouth

Outsourcing Center, Kathleen Goolsby, Senior Writer

Straight From the Horse's Mouth: President Bush's Outsourcing Initiatives - Will Bush's campaign promises become more than notions? A February 14, 2001 memo from the Office of Management and Budget (OMB) chief told agency leaders to expand outsourcing and advance

Government Call Center Achieves Excellence in Customer Service

Outsourcing Center, Kathleen Goolsby, Senior Writer

A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously - so states the U.S. General Accounting Office (GAO) in its August 2000 report on

Buyer Beware

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Buyer Beware: Nine Ways to Protect Your Interests - Outsourcing experts have seen the good, the bad and the ugly. Here are nine rules of the road to increase the odds of outsourcing success.

From Vision to Victory

Outsourcing Center, Kathleen Goolsby, Senior Writer

From Vision to Victory - In August 1999, Pennsylvania signed an outsourcing agreement with Unisys for the operation of its mainframe and a number of its midrange computer systems. Curt Haines, Director of the Bureau of Consolidated Computer Services in

The Whole Kit and Caboodle

Outsourcing Center, Kathleen Goolsby, Senior Writer

The Whole Kit and Caboodle - In round figures, the outsourcing contract between the U.S. Treasury and its supplier, Wang Government Services (a Getronics company) will be over $100 million over the life of the ten-year contract. Like the old

Can an External Service Provider Really Do This Better Than We Can?

Dr. Wendell Jones

Critics of outsourcing often rest their opinions on assumptions that internal functions should be able to do what outsourcing vendors do if the internal organization applied good management practices and worked smarter and harder. Sometimes this may be true, but

Judicial Middle Ground

Outsourcing Center, Kathleen Goolsby, Senior Writer

Judicial Middle Ground - A goal to realign resources to be more client-centered led to outsourcing at Justice Canada, the federal Department of Justice that is the attorney general for Canada. Linda Holmes, Director of Informatic Services and Technology Division

Can One Size Fit All?

Chris Pryer, Business Writer

MERANT ASaP Revolutionizes the ASP Model - MERANT ASaP provides the complex development tools utilized by software developers to create eBusiness applications. Via the Internet, MERANT allows distributed software development teams the ability to share a single, hosted resource that

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No ‘Reservations’ at the Inns

What’s the Best Way to Outsource CRM?

Straight From the Horse’s Mouth

Government Call Center Achieves Excellence in Customer Service

Buyer Beware

From Vision to Victory

The Whole Kit and Caboodle

Can an External Service Provider Really Do This Better Than We Can?

Judicial Middle Ground

Can One Size Fit All?

Industries

Services

Industry

Services

Cybersecurity

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