Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Buyers will want to mine their data differently next year. And suppliers are developing consulting practices to help all customers, not just outsourcing buyers, do just that. Here’s what’s happening in CRM outsourcing.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Have you called an airline or hotel and gotten an interactive voice response system (IVR) that could not answer your question? Many valued customers like you are becoming upset with this aggravating solution. Now hotels and airlines are turning to their outsourcing suppliers to find a better way.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Credit card companies are outsourcing more than just their call centers. Dan Montgomery of Convergys explains why.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
A Convergys-sponsored study on workforce agility discovered many companies are overspending as much as 10 percent through things like excessive headcount and inappropriate training. And they could add another 10 percent to the bottom line if they hired the right people. Bonnie Tichman explains.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
BPO providers predict this year business transformation will become more than just talk. And offshoring will expand into new industries and new geographies. Here’s a BPO road map for 2005.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Avaya and Convergys are working together to create an HR solution with global reach. The secret of their success: both buyer and provider have skin in the game.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Governor Jeb Bush wanted some forward-thinking ideas implemented in the state’s personnel office that the old technology couldn’t handle. After studying the private sector, America’s fourth largest state outsourced its HR to Convergys.
Outsourcing Center, Kathleen Goolsby, Senior Writer
From the Editor: Outsourcing drove down costs for Hallmark, which was the original intention. At the same time, outsourcing allowed Hallmark to sustain its high quality of customer service and satisfaction. Moreover, it’s interesting to see how this relationship grew and prospered over the years. Building on these strengths, the buyer continues to add more and different services to the contract…
Outsourcing Center, Kathleen Goolsby, Senior Writer
Industry studies reveal that most customers who become dissatisfied select another provider, rather than return the functions in-house. Stephen Fordham, Senior Director of Employee Care at Convergys Corporation.
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