Outsourcing Center, Bruce McCracken, Business Writer
Buyers who outsource their call centers are discovering they can reduce cost and increase their customers’ satisfaction even when call volumes are increasing. New studies show using a mix of offshore and domestic agents is sparking double-digit growth in Europe.
Roger J. Swantek, C.P.M., CIAP, Electronic Data Systems Corporation (EDS)
Governance tends to be one of the most difficult aspects of outsourcing. Yet it is vital to a relationship’s success. Roger Swantek of EDS describes how to create a successful governance program for procurement outsourcing.
John Harney, Business Writer
Offshore outsourcing is taking away jobs from Americans; politicians don’t like it. But there are many positive benefits.
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, 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, Beth Ellyn Rosenthal, Senior Writer
Intense competition and a weak economy are forcing financial institutions to radically alter the way they do business. A new Deloitte Research study of global leaders discovered 75 percent are outsourcing offshore to save as much as 50 percent. Analyst Chris Gentle details how this trend is developing.
Michel Janssen, Managing Director, Everest Research Institute
Full Service HR BPO is becoming a real business trend. Everest’s Michel Janssen explains why this is occurring, points out the prominent players and predicts what will happen in 2003.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In today’s economic environment, more and more organizations are turning to their chief financial officers for the outsourcing go/no-go decision. This can have a tendency to focus the decsion on cost, not value. Danger: this approach may impact the effectiveness of the initiative later on.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Shrinking budgets and a growing reluctance to travel are causing companies to prefer distance learning solutions. Cost makes outsourcing a good choice.
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