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Take 2: Online Hotel Retailer Increases Success Formula by Offering More Personal Service
David Litman, the founder of hotels.com, was itching to get back in the game after selling his company. He changed the business model the second time around, relying on people as well as the Web to book travel deals. Outsourcing to Working Solutions made it possible--and successful. (2010)

Application Management Outsourcing Services Provide Bigger Bang for the Buck (2010)

How Focusing on Customer Centricity Helps Both Wipro and Its Buyers Compete in Today's Economy:
In this economy, companies are scrambling to save jobs and costs. Wipro decided it could help its buyers be successful in their marketplaces through "customer centricity." Read how everyone who works with a buyer percolates ideas to create value. (2009)

How Sophisticated Consumers, Globalization, and the Economy are Changing How Companies Compete:
Changes in the global economy and new demands by consumers have radically altered the business landscape, according to M.S. Krishnan. In light of four game-changing trends, he believes companies must focus on the centrality of the individual and on access to resources, not ownership of them, or what he calls N=1 and R=G. Read about how to apply his prescription for success. (2009)

Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents
High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story. (2009)

Companies Need Customer Expectation Management Because Successful Customers Create Profitable Businesses
Competition is fueling customer churn and testing customer loyalty. Vijayalakshmi S. Paduvalli describes how customer expectation management helps companies extend market share and expand relationships in today's challenging economy. (2009)

Enabling Offshored Call Centers to Move Back On Shore
In the past, barriers to moving a call center back on shore included the high cost of staffing, training, technology, and terminating a contract early. Organizations can now handle their move back onshore cost-effectively and get up and running again quickly. Here's how. (2009)

Outsourcer Delivers Premium Marketing Data That Keeps Client Out of the "Do Not Call" Dog House and Lowers Costs
ARO, an outsourcer of marketing back-office services, has to have the most compliant caller information. But it didn't have the time or money to subscribe to all the available lists or interact with the do-not-call watchdogs, who can assess thousands of dollars in fines. So the outsourcer turned to another outsourcer. The result: better data and the ability to run leaner and meaner. (2009)

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The Value of Outsourcing: There's more than one way to create value. - January 2010

Managing Quality In Customer-Driven Organizations - For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative appro... - February 2009

Customer Management Outsourcing: a total system approach. - It's about integration - improving the customer experience and optimizing the achievement of a company's strategic objectives. - November 2008

Achieving Measurable Value: Optimizing the IT investment and demonstrating value. - Delivering business results is one of the greatest challenges facing IT organizations today. How to demonstrate the value delivered in a way that is convincing to the business can be tricky. Learn how to help your clients create business value, measure per... - December 2006

Hello? Is Anyone Listening? Remember Your Customers During Mergers and Acquisitions - The contact center is often caught in the middle during mergers & acquisitions, and many businesses lose customers as a result of poor customer care. If the contact center were involved up front, the organization could prepare for customer management chall... - July 2006

Retailers Leveraging Outsourcing to Drive Value - An NCO Customer Management, Inc. case study. Retailers have expanded their operations well beyond their traditional, brick-and-mortar businesses. Today's customers demand the ability to research and purchase products online. As such, the call center... - January 2006

How to Profit from Your Customers' Advice: A New Approach to Drive Business Results Using Contact Center Intelligence - This paper explores a new approach that allows managers to make use of the contact center intelligence their company may be presently wasting -- and what they can expect to gain from it. - May 2005

A New Data Management Services Strategy For Supporting CRM Processes - CRM strategies often fail because of difficulties of accessing information in data silos and the impact that an exponential increase in volume of data has on the quality and usability of that data. This paper discusses Acxiom's Customer Information ... - October 2004

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