Research & Insight

Research & Insight

customer service

Why Relationship Matters in Delivering Results to CFOs | White Paper

Kumar Subramaniam, CFO, SPi Global

The role of the CFO has been transformed with today’s top finance executives managing a broad set of responsibilities that span financial and strategic decision making. According to numerous surveys of CFOs across a wide set of industry segments, CFOs remain responsible for reporting past financial performance but are also taking a leading role in …

How to Use Customer Data to Improve Your Customer Experience in the Call Center

Omer Minkara, Research Director, Contact Center & Customer Experience Management Aberdeen Group, A Harte Hanks Company

Customers are telling you exactly how to win and keep them. They share their data willingly, in exchange for a great brand experience. It’s up to savvy customer experience teams to make use of that data and improve customer experience. Learn about best in class strategies in the new Harte Hanks point of view paper …

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Outsourcing Center, Karthik Nagendra, Business Writer

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of …

Seven Action Areas to Strengthen an Outsourcing Relationship

Outsourcing Center, Kathleen Goolsby, Senior Writer

An outsourcing provider’s quality of services and the achievement of the agreed-upon mutually beneficial objectives are essential to success. But there are additional actions that service providers and buyers can take to boost the return on investment and increase the life expectancy of their relationships, that is, strengthen outsourcing relationships. To identify these relationship-strengthening actions, …

Parature Becomes the First CRM Service Provider to Offer a Facebook App

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.

Social Media and Its New Role in Business

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Rahul Koul, Manager, Strategic Marketing, Wipro Kathik Nagendra, Manager, Wipro, Council for Industry Research Wipro Voice: A Conversation on Digital Platforms with Rahul Koul, Manager, Strategic Marketing, and Kathik Nagendra, Manager, Wipro Council for Industry Research It’s cheaper. It’s more effective. Its reach is virtually boundless. And it’s all in one place. “Social networking and …

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility

Outsourcing Center, Kathleen Goolsby, Senior Writer

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.

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