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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)

Making an Outsourced Call Center Relationship Work
One of the victims of September 11 was the airline industry. Delta had to service its call center customers at a lower cost. The solution was offshoring. That decision turned out to be a lifeline when hurricanes hit the US last year, shuttering some US call centers. Wipro routed extra calls to Mumbai and Pune, stretching its resources to support the airline in its time of need. (2006)

Calling for Help: Outsourcing Helps BT Reinvent Itself
BT was a plain old phone company. Then competition and the Internet changed telecommunications. Where was BT going to find the capital to fund the requisite new offerings? BT outsourced its HR to Accenture. Together the partnership transformed BT. (2006)

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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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