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Outsource magazine: thought-leadership and outsourcing strategy | May 27, 2017

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CRM

Do you have your instrument flight rating for your business?

October 7, 2016 |

Every pilot/flight trainee knows the importance of trusting what the plane’s cockpit instruments are telling them. With very rare exception, the cockpit’s instruments don’t lie. What’s happening to the plane can be counter-intuitive to what your human senses are telling … Read More

Driving outsourcing along the customer journey

July 29, 2016 |

Outsourcing has come a long way. I can remember publishing my first book in 2004 and still needing to explain the benefits to sceptical executives. This is not so common now that outsourcing has become an accepted part of boardroom … Read More

Building a sales force multiplier

May 17, 2016 |

Likely all of us have heard the expression (or something close to it), “If I was starting this company all over now, I would do it much differently.” Often such break-away thinking yields new companies, or in some cases, new … Read More

The Mosaic: seeing the bigger picture (Part 1)

April 12, 2016 | 2

As I finished up my call with Rick, the CEO of Walker Ideas, I couldn’t help but feel impressed with his new attitude towards service. Rick and his team recently turned some bad news they had received from their key … Read More

Preventing costly outsourcing disputes

August 1, 2014 |

Outsourcing disputes have their root in the inherent tension between the need for customers to improve efficiency and cut costs to do more with the lower budgets available, and the need for providers to balance the profitability of the deal … Read More

Sitel predict how this year’s World Cup will impact customer service

May 16, 2014 |

As brands take their battles for sales, to this year’s World Cup, Sitel, the UK’s leading customer care outsourcing experts, report on some emerging customer service trends.

Guy Tweedale, Senior Vice President, Sales, EMEAsays; “We are already seeing a … Read More

The case for reshoring your processes – or for never offshoring them in the first place…

April 23, 2014 |

What would you do if you had access to twice as many staff at half the cost? This has been the opportunity presented through offshoring work over the last decade or so. The evidence tells us you’d do the same … Read More

Lost in the noise: is big data real, just hype – or both?

March 21, 2014 | 1

These days it appears next to impossible to ignore big data and analytics. Big data is the next big thing, and analytics will provide answers to all our problems. When we’re stumped, big data will tell us what to do! … Read More

Omnichannel communication: anticipating and satisfying customer needs

January 31, 2014 |

It’s hard to believe that customer care for many companies once meant printing a 1-800 number on the side of a product package. Consumer service expectations have exploded. Today customers want the right information, delivered at the right time, over … Read More

Struggling to Get Through?

January 2, 2014 |

Have you noticed a drastic change in the communication preferences of your workforce? Several traditional corporate practices simply aren’t working. Memos, emails and written means of communication are no longer enough to motivate, inform and inspire the latest wave of … Read More

Head-to-Head: Peter Moller & Michel de Zeeuw

October 11, 2013 |

The Global Business Services (GBS) model is enjoying a protracted stay in the limelight at present, adopted by some of the world’s foremost businesses. But do all those organisations claiming to have implemented it really have what they think they … Read More

Crowdsourced software testing for enterprises (Part 1)

September 18, 2013 | 1

The information technology world is shifting from one driven by corporations to that driven by consumers, who demand more flexibility as they carry their devices through myriad environments and ecosystems. This lays out a clear challenge for software designers and … Read More

Flexible IT systems: building systems that can overlap across functions

July 10, 2013 |

Flexible IT systems: we’ve all heard that claim from vendors, haven’t we? I’m sure that we have all tried the modular approach, especially those of us that have implemented ERP systems.

Not many have come out of these projects with … Read More

Visions of the Future: The Next Decade in BPO

July 5, 2013 | 2

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

Customer Matters: the Customer Relationship Management System

December 13, 2012 |

This article originally appeared in Outsource magazine Issue #30 Winter 2012

A Customer Relationship Management system can be one of the deadliest weapons in an organisation’s arsenal – and providing CRM capability is increasingly huge business. These are fascinating times for … Read More

Tactics for Personalised Customer Experience

October 23, 2012 |

This whitepaper from Martin Hill-Wilson explains how tightly coupled telephony and CRM gets around the problem and opens up a whole new era of experimentation.

Click here to download PDF

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