Business Process Outsourcing Services: Related White Papers
- Beyond Labor Arbitrage
- This paper examines the opportunities for leveraging a BPO partner's operational excellence for improving business outcomes. It examines the potential impact of the BPO provider’s operational practices on delivery, cost, quality, risk, compliance, agility and ongoing optimization. Finally, it describes the need for an integrated, end-to-end, multidisciplinary and life cycle approach to operational excellence – as well as the importance of both innovative and industry-standard methodologies, documentation, tools and infrastructure when selecting a strategic partner.
- Integrating Service and Sales In Customer Relationship Management
- To succeed in today’s faster and more competitive markets, organizations must find new and effective ways to open new revenue streams, improve enterprise efficiency and foster profitable long-term growth. Many of the world’s leading business organizations are achieving those core objectives by focusing intently on the quality and lifetime value of their customer relationships. By adopting an integrated, managed approach to sales and service interactions, these world-class organizations are relearning the traditional lesson of putting the “customer first.”
- A Strategy For Growth
- Creating sustainable organic growth is proving to be difficult, too slow in coming or altogether elusive for many financial services institutions (FSIs). A set of new competitors have emerged that successfully acquire and grow customer relationships.
- Breaking the Vicious Circle: Business Dynamics and Application Platforms
- In this paper, Datamonitor outlines a starkly different approach to AMS i.e. a virtuous cycle of “adaptive innovation” based on an agile application platform that exploits the opportunity cost of maintenance.
- Contact Center Modernization: Assessment
- Assessment is the first step to a successful contact center modernization. Customer-oriented organizations across the industrial and public sectors are now seeking to modernize and transform their contact center operations. Modernization can help virtually any organization reduce costs, improve service and enjoy higher levels of customer satisfaction and retention.
- Contact Center Virtualization
- Contact centers are a vital resource that many organizations use to serve and interact with their customers. As a result of business expansion and acquisition, many companies now operate multiple contact centers that were established and configured to meet very specific business requirements. Now companies increasingly recognize the value of transforming those discrete and geographically dispersed contact centers into a single virtual contact center that delivers greater productivity, cost savings, easier management and improved customer service.
- Contact Centers
- Contact centers remain the crucial touchpoint in customer relationship management. Organizations can outsource this technology solution to achieve top box performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
- Delivering Contact Center Results Through Multivendor Management
- To compete and succeed in today's service-driven environment, more and more companies rely on multiple vendors to deliver contact center services and solutions. This multivendor approach can yield positive results, but it also presents significant complexity and management challenges.
- Document Processing In the Digital Age
- Enterprise-class document processing is now reaching a new and important level of maturity. Advances in document digitization, the lowering of storage costs and the application of automated work flow processes, organizations can now leverage proven electronic data management solutions.
- The Value of Talent Management
- Organizations that want to break free from average performance and become world-class leaders employ a variety of tools and strategies, including talent management programs.
- Understanding the Benefits of Outbound IVR Solutions in Healthcare
- Currently, the phone accounts for the majority of interaction between patient, provider and payer, and investment in this channel has been heavily geared toward inbound phone interaction. However, the emergence of outbound interactive voice response (IVR) technology, in recent years, has added a new dimension to the phone channel which healthcare organizations cannot ignore in today’s increasingly complex environment.
- Virtualizing Contact Centers: The EDS and Avaya Approach
- Data and voice convergence in contact center environments is inevitable. Here’s how companies today are benefiting from it, based on the experience of Avaya and EDS, an HP company.