Outsourcing and the establishment of captive customer service operations offshore depend on labor markets to supply qualified talent at affordable rates. Without appropriate personnel, nothing is possible. The globalization of information technology and IT-enabled services is leading to the global...
As the trend toward outsourcing grows, companies are gradually turning to "smartsourcing" to make the practice work for optimum effect. "When a company is smartsourcing, it is leveraging its strengths and managing its 'weaknesses' -- so to speak -- through strategic partnering," said Carl Frappaolo...
Recent data out of McKinsey & Co. reveals that offshore outsourcing providers have only captured 10 percent of a potential US$300 billion business. One opportunity for new growth is IT services. Business processes outsourcing will continue along the curve it has established, but McKinsey predict...
What can firms do to ensure that they are appropriately compensated for lost time when their hosted CRM system goes down? Uptime guarantees and service level agreements are standard with most traditional hosting providers, but some software-as-a-service specialists -- like CRM SaaS leader Salesforc...
Is outsourcing still dragging down salaries of key IT talent in the U.S.? Not anymore, according to a new survey by Foote Partners, an IT consultancy based in New Canaan, Conn. According to the report, such adverse effects of outsourcing -- made an issue in last year's losing presidential campaign o...
Service has been restored on a damaged telecommunications cable that links India and Pakistan to the West, but not before the international service outage caused widespread financial damage, most especially to the cell center industry. Service on the cable was restored on Friday. The cable was damag...
Even when companies outsource some functions, they often keep control over far more than their core competencies. Unless outsourcing will deliver a cost savings with equal or better service quality, they keep it in-house. "They say, 'We want a service level, a service assurance at a price, and if yo...
Canadian outsourcing vendors tend to attract sophisticated work and projects closely tied to American culture and the English language. As such, despite the stronger numbers of outsourcing firms and employees in offshore locations such as India and the Far East, Canada is holding its own against ove...
Dell is working on its bedside manner, sending tech docs to the home front to help customers set up its branded flat-screen televisions, home networks and data security systems. The fee-based in-home service is part of Dell's strategy to make a name for itself outside the desktop arena. The company ...
Unisys has been receiving a lot of attention lately, including accolades from IDC and Frost & Sullivan and a spot in the most recent edition of the book CRM at the Speed of Light. But there's been bad news as well. The company posted lower-than-expected third-quarter profits. Nearly a week ago, ...
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