Special Interest Groups Contact Center/Call Center Special Interest Group |
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On-Demand WebinarsSELECTING THE RIGHT SOURCING PROVIDER FOR LONG-TERM SUCCESSFinding Balance Between Business Growth and Effective Customer Contact ManagementMaking the decision to outsource and finding the right outsourcing partner can be a daunting task. It is crucial to define specifically what and why you are looking for in an outsourcing partner before taking the next steps. The fact is that only 26% of companies have a well-developed strategy to improve customer service. Even more disturbing is that each customer relationship abandoned or lost to a competitor costs companies almost $300 (million?) annually and costs the U.S. economy $83 billion a year. Clearly, the advantages of outsourcing in managing the customer relationship are far-reaching. But where do you begin? To help you choose wisely, this webinar will examine the reasons why companies decide to outsource and will explore the varying relationships between companies and their outsourcing providers. This compelling discussion will cover:
Our Featured Expert Speakers: On-Demand Webinar: Asian Service to Sales: Turning a Cost Center into a Profit Center for Asian CustomersThe world's largest and most populous continent, Asia, represents the fastest growing and potentially the largest spending market, particularly in the face of the economic issues that have plagued North America and Europe during recent years. Asian markets such as Malaysia and Indonesia represent critical opportunities for outsourcers who do business in this region.In this webinar, VADS, the leading Asian ICT and BPO player, will share how it helps businesses penetrate the Malaysian and Indonesian markets, grow by optimizing their sales distribution channels and ultimately, converting every Asian customer service engagement into a sales opportunity. This informative, interactive webinar provides insight into:
Featuring Expert Speakers:
Sponsored by: VADS On-Demand Webinar: Collaborative Business Models in OutsourcingView this webinar to learn about:
Click Here to View On-Demand Webinar and Presentation Slides On-Demand Webinar: Trust in OutsourcingTrust in Outsourcing - Only Formula for Lasting Success. The following is covered in this webinar: Start with Why, Selecting the Right Outsourcer, Creating a Safe Place to Innovate, Getting an Uncommon Commitment, Inspire v Manipulate, and Creating Lasting Value.Our expert speaker: Mike Garner, Chief Customer Officer, Cicero, Inc. Sponsored by: The Outsourcing Institute Click Here to View On-Demand Webinar and Presentation Slides On-Demand Webinar: Targeting Work at Home ServicesWork at home agents, or WAHA, is a delivery model employed by customer management services (CMS) suppliers whereby services are delivered by agents located at home, rather than in a contact center (in-center). This presentation highlights some key parts of a NelsonHall report published in January, analyzing the CMS WAHA market in the context of the global customer management services market.Our expert speaker: Thomas Whittle, Analyst, NelsonHall Sponsored by: The Outsourcing Institute Click Here to View On-Demand Webinar and Presentation Slides On-Demand Webinar: Outsourced Social Media ServicesThe market for outsourced social-media services increasingly represents a critical part of organizations overall customer management strategy. This webinar highlights the nature of the current opportunities, explains the trajectory that will occur over the next 12-18 months, and what companies are doing to take advantage of the growth in outsourced social media services. In particular, the webinar will identify the roles of outsourced social media services in support of social media monitoring, brand management, customer service cost reduction, and sales. It will clarify:
Tom Whittle, Analyst, Customer Management Services
Sponsored by: The Outsourcing Institute BPO Exec Sheds Light on Outcomes-Based Relationships and the New Buyer's PerspectiveInterview with B N Narasimha Murthy, President of HGS Outsourcing, North America, by Frank Casale, Founder/CEO of The Outsourcing Institute and Amrita Joshi, President of Ahilia Consulting. HGS Executive sheds light on outcomes-based relationships, the new buyer's perspective and commonalities between economics and BPO. See more Featured ContentSELECTING THE RIGHT SOURCING PROVIDER FOR LONG-TERM SUCCESSA White Paper on Finding Balance Between Business Growth and Effective Customer Contact Management
It's the perpetual Catch-22 of the growing, customer-centric organization. With success and growth come increased customer interactions – and the need for more personnel and contact center operations to handle heightened customer service demands. Yet, contact center operations are not the organization's core competency. Management fears decreased customer service levels, increased costs and potential impact to customer loyalty and brand image. Sponsored by: West Benefits and risks to consider regarding the outsourcing of Contact CenterOutsourcing has been a strong trend in the contact center market place for more than a decade. But something that has been less noticeable is now gaining visibility. There has been a growing interest in splitting the contact center into two functional entities, one being the contact center operations people and their processes. The other is the technology that provides the desktop capabilities, access to back end systems, contact routing and all the rest that enables the contact center to operate. Outsource this…” What exactly should I be outsourcing?Don’t ask “should I outsource”, ask “what should I outsource?” Yes the world is flat and yes outsourcing is here to stay. Regardless of your political attitudes, there is no getting around it; outsourcing contact center environments is an economic necessity if businesses are to compete. Q&A With David Arellano, Chief Operating Officer, Telvista, Inc.David Arellano provides valuable insight into trends in the call center space and addresses key questions buyers and providers should all know when outsourcing. Rightsourcing not OutsourcingOutsourcing can be risky because it requires companies to trust their most important assets – their customers – to a third party. Annette Baker, Telvista’s VP of Operations, has some suggestions for how to develop expectations for a right sourcing relationship. The Next Big Thing To Hit Call / Contact Centers and Customer ServiceOver the next 5 years the call / contact center industry will undergo enormous change. Consumer and business customers will no longer have to deal with accent problems and call queue waiting. The cost of customer service, technical support, telesales and telemarketing will be greatly reduced while being enhanced with more efficiency and control. Telecommunications Providers Can Outsource Call Center Operations for StrategicThe global telecommunications industry continues to go through a transformation, driven in large part by current economic challenges, growing competitive pressures and fast-moving technological developments. Telcos face the challenge of an ultra competitive market, the globalization of the workforce, the emergence of new technologies such as voice over IP, and a shift to a self-service delivery model. All of these trends make outsourcing an attractive choice for many telcos, and that’s especially true with regard to providing call center operations. This article describes the benefits telcos can expect to see when outsourcing call center operations, and how to select a service provider. Service provider selection criteria for a successful outsourcing strategy©Albeit unpopular in some “politically correct” circles, outsourcing offers far too many advantages to not consider it as a key strategy for businesses to compete successfully in today’s markets. The competitive landscape almost mandates that outsourcing be an integral part of a business’s overall strategy for them to even survive. |
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