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Articles tagged with: Outsourcing and Contact Center
Outsourcers rethink strategies in light of global recession
..ents looking for more creativity than ever in how their products / services are represented, outsourcing vendors need to determine new ways of delivering customer service, marketing & sales, technical support and debt collection. A clear s more
Related Tags: data-monitor, ovi, iden, lte, datamonitor
Hosted IVR Services Offer Tremendous Growth Potential in Markets across EMEA
.. found the hosted model most appealing. The benefit of essentially outsourcing all speech application development and maintenance activities is luring to enterprises that lack the capital to custom-build and maintain enterprise IVR applications more
Related Tags: sim, eu, ict, itu, driving, ivr
Does Obama 'buy American' plan signal problems for offshore outsourcing?
..as invited the question of whether this could also include contact center outsourcing. Given the prospect of significant legal problems in legislating an outright ban on offshoring contact center work, Obama is more likely to use tax provisions more
Related Tags: ict, edge, ovum, datamonitor, tax, unions, USA
Contact center outsourcers must take strategic view for BPO success
Contact center outsourcing providers are suffering thinning margins and lower contract volumes as the downturn bites, leading to an increasing appetite for diversification into adjacent business processes - claims a report from Datamonitor. The report assesses the ways in which these vendors could move into higher value business process outsourcing (BPO) areas, and warns that without a more long-term strategic approach, they are unlikely to succeed. more
Related Tags: rsa, datamonitor
C&W outsources contact center to Accent
..lding, upselling and maintaining customer loyalty. The main drive of outsourcing is not to cut costs but to add value to the service the company offers to its clients, Foley told BNamericas."The model we try to present to our clients is not so much t more
Related Tags: analytics, customer-care, crm, cable-and-wireless