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CRM
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business.   |
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
March 1, 2003
Stephanie Overby |
Breaking Up Is Hard to Do When your outsourcing relationship is on the rocks, here's how to manage the split. |
CRM
June 2006
Coreen Bailor |
7 Strategies for Partnering With Outsourcers Overlooking these simple outsource partnership practices may scrap any hope of delivering a seamless customer service experience. |
CRM
October 18, 2004
Joshua Weinberger |
Metrics Should Define Results Setting benchmarks to determine the success of a CRM initiative is a must. The metrics that matter most are those taken when agents are serving customers. |
CRM
January 1, 2007
John Bostick |
The Soul Searching That Comes with Sole-Sourcing It's popular to say that consolidating one's IT outsourcing activities with a single provider means having just one throat to choke. But who is really getting strangled in the long run? Multisourcing is a better choice. |
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. |
CIO
August 1, 2002
Lorraine Cosgrove Ware |
Upward and Onward with Outsourcing Companies are expanding the range of IT services they outsource. Internal staff shortages and cost constraints are primary drivers of outsourcing decisions, but CIOs are finding that they can also improve quality and delivery time of IT projects with the right outsource provider. |
Global Services
January 1, 2008
Blackman & Schweyer |
Buy-side Sourcing Careers The sourcing industry is being seen as a lucrative career path by many professionals. While the basis for a successful sourcing career is already established, firms now need to develop structures and development practices to foster the characteristics that define it. |
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. |
Wall Street & Technology
June 13, 2006 |
Spending More Can Be Satisfying Research from an outsourcing and insourcing advisory firm reveals a direct correlation between an organization's satisfaction with its outsourcing efforts and how much it invests in outsourcing management and governance. |
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. |
FAO Today
Mar/Apr 2008
David I. Sheinfeld |
The Commoditization Of F&A Outsourcing With finance and accounting outsourcing providers cropping up on every street corner, the pressure is on for companies to distinguish themselves and their offerings to stay competitive. |
Global Services
September 25, 2008 |
Sales Strategies to Succeed in a Tough Economy The basics of selling and account management do not change in a tough economy. Regardless of the level of business economic conditions, the selling teams in service provider companies only need to make some tactical adjustments to reach their revenue goals. |
IndustryWeek
April 21, 2010
Jill Jusko |
How to Select a Strategic Outsourcing Partner Imperative to the success of any outsourcing arrangement is selecting the right partner with which to do business. |
Bank Director
3rd Quarter 2010
Chris Costanzo |
Making the Most Out of Trust Of all the processing functions that a bank performs, trust seems most ideally suited for outsourcing. |
CRM
April 2008
David Jastrow |
The 2008 CRM Service Awards: Outsourcing Customer service outsourcing comes down to comfort; West retains the crown. |
Bank Technology News
February 2002
Joseph McKendrick |
Leave Computing to Us Outsourcing hits its stride in banking... |
CFO
December 1, 2004
Don Durfee |
Buyer Beware More companies than ever have experience with outsourcing. So why are deals still failing? |
Insurance & Technology
June 16, 2004
Peggy Bresnick Kendler |
Gaining the Outsourcing Edge Whether they consider outsourcing applications, infrastructure or business processes, insurers have a myriad of reasons to contract out portions of their operations. |
Food Engineering
April 1, 2008 |
Outsourcing requires homework There's no doubt that outsourcing can save money and take the pressure off several business tasks -- if executed properly. But many companies don't do homework first, according to this Deloitte Consulting 2008 report. |
Global Services
August 14, 2008
Phil Fersht |
Dodging the Outsourcing Landmines With growing reliance on their providers to deliver, greater scrutiny by boards and their auditors, and such, driving change deep into firms, execs governing outsourcing relationships have become a lightning rod for criticism. |
Insurance & Technology
June 16, 2004
Anthony O'Donnell |
Room for Improvement Insurers should be more aggressive in managing outsourcing's risks and reaping its rewards as part of an overall sourcing strategy. |
FAO Today
Jan/Feb 2008
Ramakrishnan & Frangulescu |
Are You Winning? Complement your Service Level Agreements by using a strategic sourcing scorecard. |
Global Services
March 6, 2008 |
Enabling Better Business & IT Alignment What will set apart great business leaders is the ability to adapt to and manage change well. Here are some tips for selecting and managing multiple IT service providers |
FAO Today
Mar/Apr 2008
Lisa Ross |
Department Procurement: Try Adding Procurement By outsourcing finance & accounting and procurement together, you can fan the flames of powerful synergies that will go straight to the bottom line -- while helping to improve operations. |
CIO
February 1, 2003
Lorraine Cosgrove Ware |
Save Time and Money: Outsource Software Implementation - By the Numbers Companies that outsource packaged-software implementations can benefit from shorter time to implementation and lower costs as opposed to taking on these tasks in-house. |
CIO
February 1, 2004
David Clarke |
The Dangers of Outsourcing (and What to Do About Them) You may have just inked a fabulous outsourcing deal. But as the CTO of the Red Cross has learned, you have to be prepared for the end game. |
CFO
February 1, 2003
Alix Nyberg |
Will Outsourcing Still Fly? EDS's financial troubles have raised questions about outsourcing deals, but the answers are mostly upbeat. |
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. |
CIO
March 1, 2003
Stephanie Overby |
Bringing IT Back Home Faced with a tight economy, CIOs are scrutinizing everything -- including outsourcing. A number of them have taken back the keys to their shops, saving lots of cash. Here's how you can do it too. |
CIO
March 1, 2003
Stephanie Overby |
Walk Like an Outsourcer After ending an outsourcing deal early, Farmers Group learns the key to successful "re-insourcing": running its IT shop like an outsourcer would. |
InternetNews
May 26, 2004
Colin C. Haley |
Outsourcing's Stumbling Block When outsourcing goes bad, there's usually a simple reason why. |
Global Services
December 2, 2008
Phil Fersht |
How to Structure and Execute Your Outsourcing Strategy Entering into an outsourcing engagement is not a decision that should be hurried. Here's how to take an organized approach to designing your global outsourcing strategy. |
Bank Technology News
February 2003
Michael Sisk |
Outsourcing Goes On-Demand Bankers like JP Morgan Chase's John Schmidlin, CTO of enterprise services, are increasingly looking to outsourcing firms to help them slash inefficiencies in commodity services and gain the upper hand in more strategic business partnerships. |
CRM
August 2004
Jason Compton |
How to...choose the right metrics for determining ROI Four keys to evaluating the success of your CRM investment. |
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. |
CIO
September 24, 2008
Diane Frank |
So You've Inherited a Crummy Outsourcing Contract... CIOs share tips for fixing problem relationships. |
Global Services
November 29, 2007 |
The Future of Buy-side Sourcing Careers The real change between now and 2010 for outsourcing professionals is likely to be less in terms of what they do, and more in terms of the recognition of their role and its importance. |
FAO Today
Nov/Dec 2007
Chris Gattenio |
Ask Chris: This month, she examines how companies maximize third party advisor (TPA) involvement in outsourcing their F&A processes. |
Pharmaceutical Executive
March 1, 2011 |
Clinical Development Outsourcing: Are We Having Fun Yet? A sneak preview of The Avoca Group's 2011 Annual Survey on CRO and Industry Relationships. |
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. |
IndustryWeek
November 1, 2007
Brad Kenney |
If Machiavelli Were an IT Manager... Moving beyond the monolithic contract to divide and conquer outsourcing projects. |
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. |
Global Services
August 29, 2007
Lyle & Ruan |
Data is Not a Dirty Word As outsourcing grows, so do the volume of data and the complexities involved in data integration. Service providers need to attack the mounting data integration dilemma head on. |
Global Services
October 31, 2008
Mike Beals |
Governance Tools Can be a Game Changer A successful outsourcing initiative requires the implementation of a disciplined outsourcing lifecycle methodology. To make this methodology work, both the customer and the service provider must together design an approach to govern the relationship using the right governance tools and guidelines |
InternetNews
June 3, 2010 |
The Long Road Back for IT Outsourcing IT outsourcing providers suffered as much or more than any other sector during heart of the economic meltdown and pundits say the recovery won't happen overnight. |
CIO
December 1, 2000
Erik K. Clemons |
The Build/Buy Battle Balancing the risks and rewards of information service outsourcing... |
Entrepreneur
October 2003
Chris Penttila |
Close the Loop If you're outsourcing projects right and left, make sure the information you need is rolling back to you. |
CIO
November 2, 2011
John Ribeiro |
India Exempts Its Outsourcers from New Privacy Rules India's outsourcing industry breathes a sigh of relief as the government exempts it from strict new data protection rules. |
