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- Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- Internal SlAs Benefit The Entire Company
- From the executive summary: ‘The Service Level Agreement SLA is a contract between an organization and an external service provider that calls for specific performance levels. However, the usefulness of the SLA is not limited to outside services. SLAs can be used internally to define requirements for everything from help...
- White papers 2001-04-27
- Enterprise Management
- The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...
- Case studies
Additional Resources
- Practical Methods For Measuring Service Level Performance And Availability Using Service Level Agreements
- This webcast asserts that by some estimates, enterprises spend over 50 percent of the budget on services, not including personnel, such as Business Process Reengineering, Call & Support Centers, Maintenance,etc. No matter who provides them information to manage, the performance and availability of service is critical. The bottom line involves...
- Webcasts 2002-07-18
- Level 3 Communications Q1 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Operator Instructions Our first question comes from the line of Tim Horan with CIBC World Markets. Please go ahead. Tim Horan - CIBC World Markets Thanks, good morning. I am always kind of struggling to get some proxy on volume growth. And I think data centers might...
- Earnings calls 2007-07-26
- Wells Fargo Q2 2007 Earnings Call Transcript
- Earnings Call ExcerptWells Fargo & Co. WFC Q2 2007 Earnings Call July 17, 2007 8:00 am ET Executives Bob Strickland - SVP & IR Howard Atkins - Sr. EVP & CFO Presentation Bob Strickland Hello, this is Bob Strickland. Thank you for calling into the Wells Fargo Second Quarter...
- Earnings calls 2007-07-17
- Applera Corporation F1Q08 (Qtr End 9/30/07) Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you sir. [Operator’s instructions.] One moment while we compile a list of questions. Our first question will come from the line of Ross Muken of Deutsche Bank, please proceed. Ross Muken – Deutsche Bank Good morning everyone. Mark P. Stevenson –...
- Earnings calls 2007-10-25
- How to avoid the amateur cloud
- Someone this week asked me, what's the cloud equivalent of SoSaaS? What do we call it when people take outdated data center management practices and label them as cloud computing, even when they fall far short of what's required? We already have the name, I replied, thanks to the events...
- News items 2009-10-18
- Reliance Steel & Aluminum Co. Q3 2007 Earnings Call Transcript
- Question-and-Answer Session Operator [Operator Instructions]. Mr. Curran, your line is now live. Unidentified Analyst Hi everyone. Good morning. David Hannah - Chief Executive Officer How are you doing? Unidentified Analyst Good. I was wondering how on your daily...
- Earnings calls 2007-10-20
- Waters Corporation Q3 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you. At this time we are ready for the question-and-answer session. [Operator Instructions]. Our first question, Quintin Lai, Robert W. Baird; your line is open. Quintin Lai - Baird Good morning, congratulations on a nice quarter. Douglas A. Berthiaume - President, Chairman...
- Earnings calls 2007-10-23
- SK Telecom Co. Ltd Q3 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Ladies and gentlemen, now we would like to open up the floor for questions and answers. [Operator Instructions]. In order to offer opportunities to as many participants as possible we would appreciate it greatly if you could limit the number of your questions two per person....
- Earnings calls 2007-10-25
- Threat to pull plug on dodgy telcos
- Comments 13 'Absolute shocker' ... Senator Stephen Conroy promises to legislate if there is no improvement in customer service. Photo: Jessica Shapiro The consumer watchdog says there will be a "zero tolerance" approach to dodgy telecommunications companies while the Federal Government has threatened a legislative crackdown after new figures showed...
- News items 2009-10-26
- Brown & Brown Inc. Q3 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you, Mr. Brown. [Operator Instructions]. Now, we go first to Keith Walsh with Citi Keith Walsh - Citigroup Good morning everyone. J. Hyatt Brown - Chairman and Chief Executive Officer Hi Keith. Keith Walsh - Citigroup Hi, just...
- Earnings calls 2007-10-24
- Brown & Brown Inc. Q3 FY07 Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you, Mr. Brown. [Operator Instructions]. Now, we go first to Keith Walsh with Citi Keith Walsh - Citigroup Good morning everyone. J. Hyatt Brown - Chairman and Chief Executive Officer Hi Keith. Keith Walsh - Citigroup Hi, just...
- Earnings calls 2007-10-23
- Building a 360-degree View of the Customer
- Customers typically interact with many different departments or contacts in a company. To build the most effective and profitable relationship with a customer, it's essential for everyone in a company to have access to the full 360-degree view of customer transactions. Putting all customer details, purchases, contacts, inquiries, and service...
- Articles 2007-10-30
- Manpower Inc. Q3 2007 Earnings Call Transcript
- Question-and-Answer Session Operator [Operator Instructions]. Our first question comes from Chris Gutek, Morgan Stanley. Your line is open. Christopher Gutek – Morgan Stanley Thanks. Good morning, guys. Mike Van Handel – Executive Vice President, and Chief Financial Officer Hi, Chris. ...
- Earnings calls 2007-10-17
- How to Gather Competitive Research
- To formulate an effective corporate strategy, it's essential to understand two basic questions: What is your company doing, and what are your competitors doing? Establish the Strategic Problem Goal: Define your question before you begin the search for answers. Developing a competitive strategy...
- Articles 2007-03-28
- Kaiser Aluminum Corporation Q3 2008 Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you. Operator instructions. And our first question today comes from Timna Tanners with UBS. Timna Tanners - UBS Hi, thanks for the really thorough overview. Good morning -- good afternoon, I should say. Jack Hockema Hi, Timna. Timna Tanners - UBS It's good morning for you...
- Earnings calls 2008-11-24
- Tomorrow's Global Giants? Not the Usual Suspects
- In the largest emerging markets, established multinationals and local players are battling for dominance. Conventional wisdom says MNCs rule in high-end, knowledge-intensive businesses; local companies, in low-end segments where production and logistics matter most. But...
- Articles 2009-01-06
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