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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)

What Do You Do with an Empty U.S. Embassy?
This is the story of the second incarnation of the American Embassy in Managua, Nicaragua. The growing interest in nearshore outsourcing options, the need for secure call centers, and a visionary venture capitalist are breathing new life into the walled compound. (2008)

New Outsourced Solution Secures Loyalty of Hospital Patients, Guests, and Employees
Hospitals are in a highly competitive market, and consumers now expect services that extend beyond quality patient care. Read about the valet and hotel-like concierge services that one outsourcing provider offers and how it benefits patients, their families and friends, hospital employees -- and the hospital itself. (2008)

Can You Program a Remote? How Veritude Populated Overhead Door's Call Center
Overhead Door Corporation's Genie call center gets 55,000 plaintive calls a month. The manufacturer outsourced its call center operations unsuccessfully to two different U.S. suppliers. So it decided to bring the call center function in-house and hired Veritude to populate it...which it did 30 days early because the incumbent supplier abruptly decided to close its doors. Here's the story. (2008)

Online Retailer Outsources Voice Mail Because Customers Still Want to Use the Phone
Online customers communicate through email. But some want to do things the old-fashioned way--they want to talk to a real person about their needs. Small entrepreneurs with day jobs can't answer their calls during the workday. Outsourcing provides a professional alternative. (2007)

Engine Performance Monitoring Drives Down Costs and Improves Customer Service For Southwest Airlines
Premium customer service is goal one for Southwest Airlines. Top-flight fleet maintenance makes high-flying customer service would simply possible. Southwest outsources the maintenance of its 450 planes. Its lower maintenance costs help it compete on price. (2007)

Outsourcing Helps Start-up Regional Airline ExpressJet Take Off and Fly High
How does a start-up airline offer classy customer service and save well over a million dollars in up-front capital? Easy--outsource the function to a provider that offers a twenty-first-century customer relationship management (CRM) solution that now all but eclipses the twentieth-century centralized work center. (2007)

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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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