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CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Service Leaders -- Outsourcing Analysts praise Convergys' "seasoned management team" and its "overall strong value proposition."   |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
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 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 2 Agent-Facing Universal Desktop: PeopleSoft... SAP... Siebel Systems... Outsourcing Services: Convergys... EDS... TeleTech... etc. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
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
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
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 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
September 1, 2009 |
The 2009 Market Leaders - Open-Source CRM Here are the top five rated companies in the open source CRM category. |
CRM
December 5, 2013 |
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa. |
CIO
September 1, 2003 |
Going There, Doing That Asked about their companies' offshore outsourcing experiences and expectations, 101 CIOs, IT executives and managers in a survey confirmed what you might expect. India was the major destination. Labor costs were the biggest area for savings. And app development was the main activity. |
Global Services
January 31, 2008
Namita Goel |
Best Performing HRO Providers--2008 Winner EDS To offer HRO services, EDS along with Towers Perrin in 2005 launched ExcellerateHRO. As a full-service global HRO provider, EDS' ExcellerateHRO has more than 400 customers globally and serves more than 34 million participants from its customer organizations. |
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. |
Global Services
May 1, 2007
Imrana Khan |
More Satisfaction: Outsourcing or Offshoring? Offshoring provides more satisfaction than outsourcing, says a recent study. |
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. |
InternetNews
January 9, 2008
Larry Barrett |
Outsourcing Market Will Remain Robust in 2008 Gartner predicts an 8.1 percent increase in outsourcing spending this year. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
Financial Advisor
May 2012 |
Satisfaction A job satisfaction study by J.D. Power found that financial advisors' happiness with their work is most dependent on their firm's performance. |
CRM
August 2004
Jason Compton |
Making the Right Call Choosing the right call center outsourcing option for your business. |
CRM
November 22, 2010
Koa Beck |
Cisco Systems Introduces Collaboration Software for Social Media Interactions Cisco Systems, a networking and communications technology provider, has announced a customer collaboration software suite to help businesses track and respond to social media interactions: Cisco SocialMiner and Cisco Finesse. |
Insurance & Technology
June 16, 2004 |
Transforming Your Business Through IT and Business Process Outsourcing Insurance is a risk management industry, and its approach to outsourcing should be consistent with its nature. Risks are to be managed, not fled from. |
IndustryWeek
May 1, 2007
Brad Kenney |
SaaS ERP: Another Point Of Consideration Customer comfort with SaaS ERP model begs the question: Are we there yet? |
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. |
Managed Care
June 2005
Ed Silverman |
It's a Small World After All: Outsourcing Makes Inroads The entire managed care industry is desperate to cut costs and is beginning to turn toward a controversial method to do just that. |
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
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. |
Insurance & Technology
July 8, 2007
Nathan Conz |
Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction. |
CRM
September 2010
Koa Beck |
A Tax on Every Call? A proposed federal tax on overseas calls has the potential to radically alter the contact center industry. |
CRM
April 2010
Donna Fluss |
6 Steps to a "Greener" Contact Center What it means for the contact center to focus on the size of its carbon footprint. |
Global Services
October 26, 2007
Imrana Khan |
Say Si For ITO Latin America is not just a nearshore contact-center destination; it is also fast emerging as an IT outsourcing location. |
PC Magazine
April 27, 2011
Ben Gottesman |
Readers' Choice Awards 2011: Desktops and Laptops Our yearly survey reveals just who PCMag readers love -- and who they don't -- in the world of desktops and laptops. |
