BPO

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Editor’s Corner: Berndt-Uwe Pagel of SAP | Article

Berndt-Uwe Pagel, Senior Vice President of BPO for SAP, discusses the software company’s role in BPO. He explains why IT agendas have to change, standardization is important, and suppliers have to become profitable. And he shares the most important lesson he learned from his dad.

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Making an Outsourced Call Center Relationship Work | Article

One of the victims of September 11 was the airline industry. Delta had to service its call center customers at a lower cost. The solution was offshoring. That decision turned out to be a lifeline when hurricanes hit the US last year, shuttering some US call centers. Wipro routed extra calls to Mumbai and Pune, stretching its resources to support the airline in its time of need.

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ITO Services Improve Workers’ Compensation Support | Article

Thanks to a technology-enabled outsourced solution, what used to take two to four weeks or more for a doctor’s workers’ compensation report on a patient now takes about 30 seconds. The solution also helps get injured employees back to work faster, lowering costs for employers.

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Direct Route to Competitive Advantage | Article

One of the first value outcomes resulting from shifting ownership of Michelin North America’s logistics process to outsourcing provider, TNT North America, was a $70Million cash flow increase in just one day. The money was then invested in critical strategic objectives. That was just the start of several transformational initiatives the two successfully achieved.

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