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Outsource magazine: thought-leadership and outsourcing strategy | May 30, 2017

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The Customer

Increasing Savings by Reducing Car Hire

April 15, 2011 |

Prior to 2005, Percepta managed a Customer Relationship Centre (CRC) for an automotive client and one of the many tasks associated with vehicle repairs such as car hire extension approval and issues with delayed parts. Agents would take calls … Read More

Managing Urgent Consumer and Media Responses

April 15, 2011 |

Being a manufacturer can be challenging at the best of times, especially in highly competitive industries and with today’s economic climate. The highest priority should therefore be maximising customer loyalty to the brand to minimise any reduction is sales … Read More

Providing an All-Round Service for Clients

April 15, 2011 |

As well as delivering contact management solutions to our clients’ customers, Percepta also specialise in delivering effective solutions that provide improvements in satisfaction to our clients’ retailers and distribution networks.

This is very much the case with an automotive … Read More

Percepta’s RoadmapTM methodology: Driving increases in customer satisfaction

April 15, 2011 |

We have all been there, you have been set a target for improving customer satisfaction and although you understand the importance of the target — what do you do? This was the situation with one of our European clients … Read More

Setting Up Contact Centre’s In Emerging Markets: Our China Experience

April 15, 2011 |

Our client had already established a team in the market and needed to work with us to design, develop and implement a programme to be able to manage the operation more effectively, improve customer satisfaction and turn the centre … Read More

CAI-STA Philippines Inc.

April 13, 2011 |

Contact Person: Dr. Emma V. Teodoro

Position: President

Company Size: 150 (Philippines); 2,500 (CAI world-wide)

No. of Branches or Offices: 2 in the Philippines and 20 in the United States, Canada, South America, China, Australia and Europe

Service Offerings: Application … Read More

The rise of the “Facebook Generation” and its impact on offshore outsourcing

April 11, 2011 |

At many recent IT conferences or CIO events there has been great interest in the rise of the “Facebook Generation” in business positions, and their impact on IT organisations and operations. This Facebook Generation, also called “Digital Natives” or “Generation … Read More

Ronald Coase: Business is a math problem

April 8, 2011 |

This month’s column focuses on Big Thinker Ronald Coase. Coase, a giant of modern economic science and 1991 Nobel laureate helps us understand a key fundamental of business: that business (and outsourcing decisions) are a math problem.

While outsourcing has … Read More

Head-to-Head: Duncan Aitchison & Rick Simmonds

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

In the second instalment of our new Head-to-Head series, we turn to the advisory space for cutting-edge thought-leadership, as TPI’s Duncan Aitchison and Alsbridge’s Rick Simmonds look at outsourcing … Read More

All in the Game

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

Leading academics charted a path that challenges the conventional definition of winning. Smart companies are applying these concepts, showing that win-win thinking is not just something nice to say: … Read More

TOP TEN: Communicating with Prospects

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

Last summer I read a fascinating Wall Street Journal article entitled “Lost in Translation”. While the main thrust of the article was the extent to which language influences culture, … Read More

The Future is Now

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

Virtual Assistance and Artificial Intelligence are here for customer service and sales – so what does this mean for the CRM space?

What is happening to advance the relationship … Read More

Safe and Sound?

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

The security of data and processes lies at the very heart of outsourcing – but is your organisation doing enough to protect itself and its partners?

Famously, “the strength … Read More

How can users work towards online safety?

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

The level of understanding of what actually constitutes a secure application (or indeed a website) is starting to improve.  An important phrase is “non-repudiation” – so what does this … Read More

The Relationship Management Centre

April 4, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

Changing business practices and modes of communication require a change in an organisation’s mindset in order to optimise its relationships with its customers, bringing all its channels into close … Read More

Right From The Start

April 4, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

In the third article in a series of five, the National Outsourcing Association’s Programmes Director Chris Halward examines a critical aspect of outsourcing (and one of … Read More