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CRM February 2004 Jason Compton	How to choose the right contact center outsourcer They have efficient cost structures, access to low-cost, multilingual, and often supremely qualified staff. Call center outsourcers have something many firms want, but without the right awareness and planning an outsourcing relationship won't deliver its promised ROI.
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.
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.
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 November 1, 2000 Tracy Mayor	Our Vendors, Ourselves - Interview: Frank Casale Frank Casale wants you to love your outsourcer as yourself...
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 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 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 May 15, 2001 Esther Shein	Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents...
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.
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.
CFO December 1, 2004 Don Durfee	Buyer Beware More companies than ever have experience with outsourcing. So why are deals still failing?
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 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.
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?
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.
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.
CFO March 1, 2011 Janet Kersnar	Outsourcing Matures, Slowly To make outsourcing deals succeed, CFOs still need to ask plenty of questions -- and demand more flexibility in contracts.
IndustryWeek November 1, 2007 Brad Kenney	If Machiavelli Were an IT Manager... Moving beyond the monolithic contract to divide and conquer outsourcing projects.
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.
CIO October 1, 2005 Stephanie Overby	Simple Successful Outsourcing CIOs who outsource discrete processes that have well-defined business rules are almost always happy with the outcome.
PHONE+ Jon Heaps	Top 7 Targets for Hosted Contact Centers Identifying the right targets for hosted contact center solutions.
Food Processing January 2009 Dave Fusaro	Collective Wisdom on Outsourcing Our joint survey on contracting-out production, R&D and other functions finds a lot of mixed feelings.
CRM January 2007 Coreen Bailor	Home Bodies Cut contact center operating costs, reduce churn rates, and up flexibility -- a serious look at the at-home agent model.
CFO October 1, 2009 Josh Hyatt	The New Calculus of Offshoring For years the offshoring boom was driven by one factor: savings. Today the decision is much more complicated.
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.
CIO November 17, 2008 Albert Lee	How to Choose the Right IT Outsourcing Provider Selecting an outsourcing provider can be difficult, but these project management tips will help you pick the right vendor to meet your current and future needs, and ensure the success of your project.
CFO February 15, 2006 John P. Mello	Going All Out As the costs of managing HR departments rise, more companies are outsourcing the bulk of services to one-stop shops.
Wall Street & Technology December 28, 2009 Michael Lobosco	Evaluating Outsourcing Options The technology and capabilities of outsourced portfolio management systems offer functionality that is comparable to their installed counterparts. But not all outsourced solutions are created equal.
CIO June 13, 2011 Stephanie Overby	No. 1 Gripe with Outsourcers: Lousy Service An outsourcing survey finds CIOs need to improve vendor management.
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.
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 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.
CIO June 1, 2006 Susannah Patton	Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold.
Financial Planning June 1, 2013 Barry Glassman	Make Outsourcing a Competitive Advantage The strategy is not new - but the extent to which we use outside expertise is unusual.
HBS Working Knowledge July 11, 2005 Thomas H. Davenport	The Benefits of Business Process Standards A broad set of process standards will soon make it easy to determine whether a business capability can be improved by outsourcing it. The low costs and low risk of outsourcing will accelerate the flow of jobs offshore, force companies to look differently at their strategies, and change the basis of competition.
Global Services June 1, 2008 Imrana Khan	Five Most Popular Outsourcing Risks As the practice of outsourcing matures, new risks emerge. Some call it next generation outsourcing risks. Let's take a look at the topic of managing risks in an outsourcing engagement.
Bank Technology News December 2004 Holly Sraeel	Outsourcing Gets a Closer Look. But is It Different? The strategic value of outsourcing has always been the source of some debate in banking. The question is, "Is it different than in years past?" Good question, and the answer depends on the size of institution.
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.
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.
Wall Street & Technology October 25, 2004 Jim Middlemiss	BPO Draws Broader Appeal Faced with ever-increasing pressure to cut costs, more investment firms are tapping business process outsourcing.
Wall Street & Technology March 22, 2005 Paul Allen	The Evolution of Outsourcing Though most trends in the financial services industry tend to be U.S.-led, fund management outsourcing has been more of a U.K. and continental European phenomenon to date, with a raft of high-profile deals hitting the headlines in the past two years.
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.
ONLINE Jul/Aug 2008 Ginsburg & Noorlander	Investigating Outsourcing and Offshoring Research For 15 years, there have been discussions on whether or not to outsource research. You would think the issue would be resolved by now, but today we have more questions than answers.
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.
CRM November 2011 Leonard Klie	10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard.
CRM January 2004 Jason Compton	The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles?
CFO March 17, 2003 Laton McCartney	A Shore Thing? Risk and reward have always been major factors in offshore outsourcing. The trick, of course, is to mitigate the former while maximizing the latter.
CRM September 2012 Leonard Klie	Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth.
Entrepreneur July 2010 Ivy Hughes	Outsourcing: Not Just Cheaper From processing payroll to integrating IT, outsourcing certain functions can mean better talent at lower costs.