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CRM
September 2012
Leonard Klie |
Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth.   |
CRM
May 2011
Leonard Klie |
Socially Challenged CRM outsourcers still grapple with social media strategies. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
CRM
July 11, 2014
Zimm Zimmerman |
Teleperformance to Acquire Aegis USA Teleperformance's acquisition of Aegis USA strengthens its presence in the U.S., Costa Rica, and the Philippines, and in certain key verticals. |
Inc.
January 2006
Stephanie Clifford |
Outlook 2006: Outsourcing Because outsourcers are becoming increasingly specialized, businesses should look for a call center where reps are trained in a particular industry. |
CRM
May 2014
Leonard Klie |
The New Roles of Customer Service Outsourcers Labor rates are no longer the main concern as companies consider outsourcing their contact centers. |
Bank Systems & Technology
March 5, 2010
Penny Crosman |
Most Banks Lack Key Data Privacy, Security Controls A Ponemon Institute study finds that while most financial services firms take some steps toward data security, many come up short in critical areas. |
Bank Systems & Technology
December 15, 2005
Peggy Bresnick Kendler |
Perspectives: Outsourcing Various bank executives weigh in on outsourcing issues, such as strategy, data security risks, specialized services, and emerging markets and how nearshoring fits into the outsourcing picture. |
Bank Systems & Technology
March 27, 2008
Cory Levine |
Offshore Outsourcing of IT Losing Popularity Offshore IT outsourcing has taken a sharp downturn in popularity, due to the difficulty in managing it, and lower-than-expected cost savings. |
CRM
November 25, 2003
David Myron |
BPO: Northern Exposure According to a Datamonitor research report, U.S. call centers are packing up and moving north. |
CRM
February 2, 2004
Ginger Conlon |
The Great Outsourcing Debate The debate has its own benefit, that of providing information and opinion on both sides that could help companies decide what's right. |
CIO
September 9, 2010
Michael Overly et al. |
Offshoring: Ways to Reduce Your Risks When Congress, States Threaten Restrictions Proposed bills in Congress and in state legislatures aim to discourage offshoring, but you can use your contracts to reduce the risk to your company if such measures are enacted. |
BusinessWeek
March 1, 2004 |
Keeping The U.S. Software Industry Strong Technology, which has made offshore outsourcing possible, is also the key to saving the U.S. software industry and its workers from decline. Here's how... |
CRM
August 2, 2004
Coreen Bailor |
As the Call Center Outsourcing Debate Turns Companies are continuing to go ahead with their plans to locate contact centers offshore, despite the political clamor. |
CFO
May 1, 2007
Randy Myers |
Going Away The doubts that finance executives once had about offshoring are quickly disappearing as savings and process improvements become too good to pass up. |
CRM
June 2, 2003
Ramin Ganeshram |
Scoring With an Inside Pitch How Erik Seoane, director of service delivery for Intuit's Turbo Tax, convinced the company's CIO and CFO to embrace CRM. |
CFO
June 1, 2004
Durfee & O'Sullivan |
Offshoring by the Numbers Results of our survey of 275 finance executives at a broad range of companies. |
Wall Street & Technology
February 21, 2008
Cory Levine |
Offshore Outsourcing of IT Positions Loses Popularity Offshore IT outsourcing once was considered the wave of the future. Apparently, however, the practice has taken a sharp downturn in popularity. |
CRM
February 2004
David Myron |
Hot Spots You've decided to outsource your contact centers. Now the question is, to where? We evaluate the fastest growing nearshore and offshore options. |
CRM
December 1, 2005 |
destinationCRM Dashboard Salesforce.com's On-Demand Dream... Online Retail Sales Won't Stop Growing... CRM New License Revenue Grows Again... Cognos 8 Highlights Simplicity... Losing the Offshoring War... Attrition and Training... |
CIO
January 1, 2002
Tom Field |
How to Adapt Your Offshore Strategy to an Insecure World Today, amidst economic recession and terrorist warfare, there is heightened anxiety about the notion of handing off critical IT projects to vendors in such remote locales as India, Pakistan and the Philippines. Here are some tips from offshore outsourcing veterans. |
CRM
February 2012
Leonard Klie |
Congress Moves to Cut Off Off-Shoring Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds. |
InternetNews
April 14, 2010 |
Microsoft Hires Single Firm to Manage its IT Infosys has been providing IT outsourcing almost as long as Microsoft has been around, and now it's taking over the management of many of the software giant's IT functions around the world. |
Bank Systems & Technology
June 2, 2004
Cynthia Ramsaran |
Outsourcing Obstacles Banks can save money with offshore outsourcing, but they need a plan to navigate the choppy waters. |
CRM
September 7, 2012
Dale Dabbs |
Protect Your Most Valuable Business Assets--Your Customers Optimal CRM incorporates data protection best practices to curtail identity theft. |
CRM
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
CRM
February 2003
Ramin Ganeshram |
Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business? |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Outsourcing Information Services Group recently reported that 77 percent of contact center operations are still being performed in-house, but outsourcing of those services has been gaining momentum. |
CRM
March 2011
Leonard Klie |
Egyptian Unrest Puts Call Centers To the Test Companies scramble to relocate outsourced operations in the wake of violent political protests |
Bank Systems & Technology
June 26, 2006
Peggy Bresnick Kendler |
Outsourcing Questions and answers about bank outsourcing. |
CRM
May 2008
Christopher Musico |
And They're Off! Offshore, that is -- and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race. |
CFO
March 1, 2009
Sarah Johnson |
No Way Out? The Satyam scandal has prompted companies to be more careful about outsourcing arrangements. |
Wall Street & Technology
August 22, 2007
Melanie Rodier |
Employee Fraud Not Being Properly Addressed By Financial Industry, Government, Survey Says Financial institutions widely believe employee fraud to be driven by increased access to technology, poor hiring and screening practices, and organized crime, according to a new survey. |
CRM
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
Bank Technology News
May 2004
Karen Krebsbach |
Lessons from the Dark Side How financial services firms can avoid mistakes in overseas outsourcing. |
Bank Systems & Technology
August 1, 2007
Nancy Feig |
New Rules for Bank Outsourcing and Offshoring New deal models and business imperatives, as well as opportunities in emerging markets, are inspiring banks to reevaluate the types of outsourcing and offshoring arrangements they make. |
CRM
January 1, 2007
Pawan Verma |
Offshore Call Center Activities By understanding the external and internal risks and by putting in place plans to manage or avoid these risks, companies can successfully offshore call center activities and meet corporate objectives. |
IEEE Spectrum
April 2005
Steven J. Frank |
Source Out, Risk In Offshoring software development can put intellectual property at risk. |
CRM
August 1, 2005
Colin Beasty |
Required Reading: A Closer Look at Sales and Marketing Alignment Here's an interview with Bob Schmonsees, author and 20-year CRM veteran. In Escaping the Black Hole, Schmonsees presents a new model that centers on two simple processes that tightly align marketing and sales organizations and drive increased customer focus. |
Global Services
November 26, 2007 |
The Future of Engineering Services Outsourcing By 2010, expect to see further evidence of the transformation of the offshore engineering services market as it learns to meet the increasingly diverse and increasingly strategic needs of global corporations. |
Bank Technology News
June 2007
Geeta Sankappanavar |
Financial Services Outsourcing: Not If, But When BPO companies now offer a way to achieve the cost and quality advantages of strategic global outsourcing without the risks of losing control of the operation and without the investment costs of setting up their own offshore centers. |
CRM
July 2005
Coreen Bailor |
An Inside Look at Outsourcing The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership. |
CRM
November 2015
Leonard Klie |
Contact Center Outsourcing's Rising Costs Calls to overseas contact centers take much more time |
CIO
November 1, 2005
Stephanie Overby |
Outsourcing's Image Problem Among 1,000 Americans surveyed, 72% said outsourcing is really about corporate greed. Yet the poll's overall findings contained many contradictions. |
CRM
March 2011 |
Is a Contact Center Revival 'Up Around the Bend'? The idea of customers helping customers appeals to organizations for its low-cost and brand-building benefits. Vendors were evaluated based on their ability to provide Web self-service, email management, click to call, chat, and social media community support. |
Insurance & Technology
February 1, 2006
Anthony O'Donnell |
Outsourcing's Not Growing Older, It's Getting Better The news about outsourcing in the global insurance industry is not that it has revealed its shortcomings, but that it has proven its reliability. And in doing so, it has matured into something beyond a mere cost-cutting play. |
CIO
May 12, 2009
Stephanie Overby |
The Truth About Obama's "Tax on Outsourcing" Misconceptions about President Barack Obama's plan to close overseas business tax loopholes abound. CIO.com sets the record straight about the five most common misperceptions. |
InternetNews
November 11, 2004
Jim Wagner |
Report: Challenging IT in 2005 IDC Research this week published a white paper that reveals the trends expected to impact IT spending next year. |
CIO
January 11, 2013
Stephanie Overby |
How Emerging Technology Fights Fraud in the Call Center To battle innovative attacks on call centers, enterprises and IT outsourcing service providers are looking to technologies like voice biometrics and behavioral analytics. |
CIO
April 1, 2002
Tom Field |
The Man in the Middle As budgets tighten and world tensions heighten, third-party brokers are stepping in to mediate deals between U.S.-based customers and offshore outsourcers... |
