Category: Blog

Some historians argue that Kodak’s 1989 decision to outsource most of their operations was the watershed moment for the outsourcing industry, and certainly many other large companies jumped on the outsourcing bandwagon shortly after that. And for the next decade or so the question was not whether to outsource, but what and how much to […]

Springtime is our favorite time. It means planting & growing, recommitment, rebirth and even “house cleaning.” From a business perspective it can also mean “planting seeds of change” to a total house cleaning when examining your Off-Shore Contact Center business and results. Why? You’ve launched your new 2012 plans and projected results, and now we […]

As easy as it may sound, but answering calls on behalf of a company is a very critical and important task. Businesses and organizations tend to outsource their call answering requirements to professional service providers as it offers them various benefits. Apart from reducing their workload these service providers also provide them quality services at […]

MEXICO CITY — Mexicans looked on with envy in recent years as Brazilians won a reputation as Latin America’s chosen people. With a surging economy and a prominent place on the world stage, Brazil was the country poised for greatness while Mexico remained mired in bloodshed and destitution. But just as momentum can change suddenly […]

There have been quite a few major events that have impacted direct response advertising in 2012. Domestic and overseas markets struggling with natural and economic disasters have certainly caused a reduction in discretionary consumer spending. Big sporting events such as the Euro Cup and the Olympics allowed for record ad sales. According to Nielsen, 219.4 […]

You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible.

The 2012 Olympics held in London are viewed by billions of people worldwide. It is estimated that over 15 million calls will be handled by volunteers in the venues. The games are exciting and promote worldwide sportsmanship and fair play. It’s about the athletes and their accomplishments. So what can we learn from the Games? […]

Will the economy improve or stagnate this year? What will the election mean for business and customers? How will future events unfold and affect your business? Regardless what happens, you need to run your business, keep customers happy and generate a measured return on numbers in 2012. With the beginning of a new year, we […]

In the following piece, John Paul Williams of Polycom video collaboration solutions provider, tells us why innovative teams improve business outcomes and motivate workers and offers us his insight creating high performing supply chain teams Those of us who have been a part of high performing teams know the exhilaration of reducing time-to-market, cutting out […]

You’ve been in this meeting, haven’t you? Outsourcing options are on the table and everyone’s got concerns. The chief information officer already has too much to do and not enough people. Finance doesn’t see enough savings. Sales wants differentiators. Risk and compliance people chime in about service levels, reporting and penalties. It doesn’t help when, […]