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- Maximizing Contact Center Vendor Performance
- Outsourcing contact centers is both a desirable and in many cases necessary step for companies wishing to control their costs and improve performance. However, making outsourcing relationships work can be challenging, and requires an investment in management infrastructure to maintain quality and independence while continuing to innovate and drive down...
- White papers 2007-01-25
Additional Resources
- Contact Center Infrastructure Outsourcing
- Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....
- White papers 2004-06-01
- Sitel Ranked the Most Trusted Contact Center Outsourcing Provider by "The Black Book of Outsourcing"
- Sitel, a leading global business process outsourcing provider, today announced that it has been rated the most trusted contact center outsourcing company according to survey results published in the 2007 edition of "The Black Book of Outsourcing." Compiled annually by outsourcing gurus Doug Brown and Scott Wilson, "The Black Book...
- Research articles 2007-08-29
- Frost & Sullivan Recognizes Teleperformance's Innovation and Advancement in the Contact Center Outsourcing Market
- PALO ALTO, Calif. -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan presents Teleperformance with the 2008 North American Contact Center Outsourcing Industry Innovation & Advancement of the Year Award.
- Research articles 2008-01-23
- TELEPERFORMANCE : Frost & Sullivan Recognizes Teleperformance's Innovation and Advancement in the Contact Center Outsourcing Market
- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan presents Teleperformance with the 2008 North American Contact Center Outsourcing Industry Innovation & Advancement of the Year Award. This Award is in recognition of Teleperformance's solid security foundation (network, applications and desktop) and industry-leading security...
- Research articles 2008-01-23
- Latin America Contact Center Outsourcing Services Markets
- DUBLIN, Ireland -- Research and Markets http://www.researchandmarkets.com/research/65c917/latin_america_contac has announced the addition of Frost & Sullivan's new report "Latin America Contact Center Outsourcing Services Markets" to their offering. During 2007, Latin America maintained a favourable economic situation that allowed growth in nearly all the countries of the region. Driven by...
- Research articles 2008-06-10
- Growing Demand for Outsourcing Services Holds the Latin American Contact Center Market in Good Stead
- BUENOS AIRES, Argentina -- With the Latin American economy flying high for the fifth year in a row, businesses are optimistic about their prospects in this region, especially since this pace of growth is expected to be sustained in 2008. This encouraging economic climate has had a significant impact on...
- Research articles 2008-06-11
- North American Contact Center Outsourcing Continues to Grow, Driven by Business Benefits and Superior Customer Service Delivery
- PALO ALTO, Calif. -- The North American contact center outsourcing market continues to see impressive growth. This is especially true given the strategic, financial and technological factors fueling the thirst for outsourced contact center services. Organizations today are increasingly looking to focus on core competencies, while also striving to improve...
- Research articles 2007-12-12
- Lowering Expenses By Outsourcing Your Contact Center to a Right Partner
- Outsourced contact centers have become a common feature of the customer service landscape. Companies in many markets have found it easier and cheaper to farm out this vital customer touch point to firms specializing in contact center operations, than to establish and manage a contact center in-house. But its only...
- White papers 2001-09-01
- Contact Center Knowledge Management - New Relevance and Best Practices for Today's Business Environment
- Today's contact centers operate in a challenging economic reality that makes it imperative to do more--and better--with less. The contact center manager now deals with training, global outsourcing, and other critical issues, including the transformation of the call center from a cost center to a profit center. This paper explores...
- White papers 2004-08-01
- Public Services Company of Kuwait Chooses the AMC Technology Multi Channel Integration Suite to Integrate their Microsoft Dynamics CRM Application with their Nortel Contact Center
- RICHMOND, Va. -- Xcel a project of Public Services Company of Kuwait, dedicated to providing Health Insurance, BPO and Contact Center outsourcing, and IT solutions to its customers has selected the Multi Channel Integration Suite[TM] (MCIS[TM]) from AMC Technology to integrate their business critical CRM and Telephony Contact Center Solutions...
- Research articles 2008-05-19
- Frost & Sullivan Recognizes Convergys for Its Outstanding Consultancy Strategies and Dominance of the North American Contact Center Outsourcing Market
- PALO ALTO, Calif. -- Based on its recent analysis of the North American contact center outsourcing market, Frost & Sullivan recognizes Convergys Corporation (NYSE: CVG) with the 2007 North American Frost & Sullivan Award for Market Leadership in recognition of its effective penetration strategy, consultancy services, and solid leadership position...
- Research articles 2008-03-06
- Convergys Recognized as a ``Best-Value Solution'' in Multichannel Contact Center Outsourcing — Independent Research Report Also Notes Convergys High Client Renewal Rate —
- CINCINNATI -- Forrester Research (NASDAQ:FORR) has recognized Convergys for its market leadership, 95 percent client renewal rate, and its "best-value" comprehensive multichannel customer care outsourcing services and solutions in Forrester's latest report, "The Forrester Wave: Multichannel Contact Center Outsourcers: Q4, 2005." Convergys Corporation (NYSE:CVG) is a global leader in providing...
- Research articles 2006-02-07
- Trends in Vertical Contact Center Outsourcing Investment to 2012 Focusing In On Sub-Regions of North America, CALA, EEA and APAC
- DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c54484) has announced the addition of Trends in Vertical Contact Center Outsourcing Investment to 2012 Databook to their offering
- Research articles 2007-04-18
- Vangent Wins GSA Contract Award for Multichannel Contact Center Service
- Vangent, Inc., a leading global provider of information management and business process outsourcing solutions, today announced that it is one of nine firms to receive a USA Contact Multichannel Contact Center Service USA Contact contract from the General Services Administration GSA. GSA estimates the value of the indefinite delivery, indefinite...
- Research articles 2008-03-31
- North American Outsourced Contact Center Services Market Shows Increasing Use Of Self And Automated Services Technologies
- DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c45735) has announced the addition of North American Outsourced Contact Center Services Markets to their offering. This Frost & Sullivan research service entitled North American Outsourced Contact Center Services Market provides an overview of this subset of the business process outsourcing BPO industry....
- Research articles 2006-11-22
- ClientLogic Announces New Executive Vice President of Corporate Services; Dale Saville Brings More than 30 Years of Contact Center and Global Outsourcing Experience
- NASHVILLE, Tenn. -- ClientLogic Corporation, a leading international business process outsourcer in the contact center and fulfillment industry, today announced the appointment of Dale Saville to the role of Executive Vice President of Corporate Services. In this position he will be directly responsible for strategy and direction of ClientLogic's global...
- Research articles 2005-09-13
- Onyx CRM Solution Selected By Israel's Largest Contact Center Outsourcing Company; Rapidly Growing Services Provider Manages More Than 200,000 Calls Per Day
- BELLEVUE, Wash. -- OnyxR Software Corporation (NASDAQ:ONXS), a worldwide leader in customer management solutions for the enterprise, today announced that Tikshoov, the largest provider of outsourced contact center services in Israel, has selected Onyx as its multi-tenant customer relationship management CRM platform.
- Research articles 2006-06-21
- Offshore Contact Center Market Experiencing Rapid Growth, According to Everest Research Institute
- Key Delivery Centers in India, Philippines, Central and Eastern Europe DALLAS -- Outsourcing call center work to offshore destinations is in a rapid growth phase with key delivery centers such as India, Philippines and central and Eastern Europe experiencing annual growth rates in excess of 30 percent, according to...
- Research articles 2008-02-19
- Sitel Named "Best Performing Contact Center" in Global Services 100 Survey
- Sitel, a leading global business process outsourcing BPO provider, today announced it was named "Best Performing Contact Center" in the annual Global Services 100 survey. Sitel was selected because of the Company's outstanding service offerings and strong client relationships. "The Global Services 100 list, brought out by Global Services...
- Research articles 2008-02-26
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