"Outsourcing" Articles & Interviews

Articles & Interviews Results

1. Customer Service: The Going Gets Tough at Call Centers

   [ Interview ] Topic: Call Centers | Author: AnnAll | Date Published: 01/10/2008

   Ann All spoke with Sheri Teodoru, worldwide managing partner of CFI Group , which assists its clients worldwide to maximize shareholder (or other stakeholder) value by optimizing employee and customer satisfaction. It developed the software for the American Customer Satisfaction Index (ACSI),...

2. Four Simple Ways to Reduce Tech Support and Help Desk Costs

   [ Guest Opinion ] Topic: Help Desk | Author: ScottGordon | Date Published: 09/15/2009

   If you are looking for areas in your business where you can “trim the fat,” you are not alone – many companies are in a similar position. Taking a closer look at ways you can reduce the costs associated with your in-house tech support and help desk is a great place to get...

3. Trends in Knowledge Process Outsourcing

   [ Guest Opinion ] Topic: BPO | Author: AnalystPerspectives | Date Published: 10/15/2008

   We are pleased to be partnering with Analyst Perspectives and offering an excerpt of their high valued content. Click here to download the full report. Outsourcing rose by three rungs with the emergence of KPO. It reflects the increasing globalization and the willingness of companies to...

4. SMS Offers Cost Savings with Customer Service Bonus for Call Centers

   [ Article ] Topic: Call Centers | Author: AnnAll | Date Published: 10/04/2007

   Some mobile phone users, especially in the hip 18-to-24-year-old demographic, would just as soon text each other as talk to each other. According to a recent survey of rock radio listeners conducted by the Jacobs Media consulting firm, 76 percent of mobile phone owners use text services, with 32...

5. The Total Cost of Outsourcing

   [ Guest Opinion ] Topic: Outsourcing | Author: GabrielTinti | Date Published: 08/06/2009

   In the world of IT outsourcing, costs are not just related to the price charged for the services rendered. What are often more important, and often overlooked, are the costs clients will bear associated with managing relationships with IT services providers. Location, geopolitical conditions,...

6. Mobile Gives Speech Technology a Push

   [ Article ] Topic: Contact Center Solutions | Author: SusanHall | Date Published: 01/22/2009

   The New York Times's John Markoff says following the evolution of speech-recognition technology since the early 1980s “feels like watching paint dry.” But David Nahamoo , IBM’s CIO for speech, takes issue with that assessment. “I don’t believe it has been developing slowly,” Nahamoo says....

7. The Best Ways to Find a Short-Term Consulting Project While Looking for a Full-Time Job – Part II

   [ Guest Opinion ] Topic: Business Development | Author: MitchPaioff | Date Published: 04/21/2009

   Mitch Paioff has been an independent computer consultant for over eight years. He credits much of his success to using creative strategies to land lucrative consulting projects. This is the second in a series of three articles on this topic. In , I told you about the benefits of cold calling...

8. Business Analyst Role Changing to Fit Needs

   [ Article ] Topic: Workforce | Author: AnnAll | Date Published: 10/29/2008

   Asking what a business analyst does seems like a pretty straightforward question, but it rarely yields a straightforward answer. Unlike many other IT jobs, companies often don’t have clearly defined requirements for their BAs . When hiring programmers, companies list the languages and...

9. IT Jobs Outlook Showing Strength

   [ Article ] Topic: Staff Recruiting and Retention | Author: AnnAll | Date Published: 03/31/2009

   The national jobless rate grew from 7.6 percent in January to 8.1 percent in February, according to the U.S. Bureau of Labor Statistics. That’s up 3.3 percent from the year before and the highest rate in 26 years. Many observers expect the rate to reach double digits this year. With...

10. Tough, but not Impossible, to Control Costs at Offshore Captives

    [ Article ] Topic: BPO | Author: AnnAll | Date Published: 11/29/2007

    Lots of publications -- including us -- have been pretty dismissive of captive centers, the wholly owned offshore facilities housing the business operations of foreign companies. In this June blog , we cited rumors that Citigroup planned to sell its Indian captive, Citigroup Global Services. To...

11. Revenue Opportunities Abound in Home Network IT Support

    [ Interview ] Topic: Help Desk | Author: CarlWeinschenk | Date Published: 07/10/2009

    Carl Weinschenk spoke with Kurt Scherf, vice president and principal analyst for Parks Associates . Scherf is the author of the report, “Digital Home Tech Support: Analysis and Forecasts.” Weinschenk : What did the report look at? Scherf : It’s really, as I’m...

12. The Best Ways to Find a Short-Term Consulting Project While Looking for a Full-Time Job – Part I

    [ Guest Opinion ] Topic: Business Development | Author: MitchPaioff | Date Published: 04/17/2009

    Mitch Paioff has been an independent computer consultant for over eight years. He credits much of his success to using creative strategies to land lucrative consulting projects. This is the first in a series of three articles on this topic. As the job market continues to deteriorate, IT...