Items tagged with : CRM
4th Cloud Computing World Forum 2012
Whether you're an IT vendor, government official, telco representative or enterprise leader, the Cloud Computing World Forum 2012 will bring you ...
10 August 2011 | Events, Conferences, IT, Europe, UK,A Changing Landscape for CRM Outsourcing in 2011
The coming year will bring changes and growth in CRM outsourcing as several new industries begin to see it as a vital part of their operations and the...
15 November 2010 | Articles, Customer Service, Global,A perfect storm is coming for call centres
Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...
08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,Building Customer Relationships Through Effective Service
A recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, revealed a startling difference be...
07 September 2010 | Global, UK, Europe, Resources, Customer Service, Functions, Regions,Building Customer Relationships through Effective Service
Customer relationships in the UKA recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, re...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Cost not the driver of Australian outsource rise
Most Australian companies don’t want to send business functions offshore, but many intend to outsource a lot more roles in the next two years and the ...
11 May 2012 | Articles, Asia/Pacific, Australia, All Columns,Customer Service – a necessary cost or profit opportunity?
In today’s highly competitive environment and period of recession businesses are faced with a difficult dilemma:they need to provide exceptional custo...
07 September 2010 | Customer Service, Global, UK, Europe, Resources, Australia, Functions, Regions,Engaging with customers from day one
“During tough economic times, your existing customers are more important to you than ever” A quote from a recent article entitled “Customer experience...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Get Productive
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 The benefit of efficiency isn’t that you can do the same as you’re doi...
28 September 2011 | Articles, Finance & Accounting, Customer Service, Functions Other, Global, All Columns,Growth opportunities in the data capture market
There are huge revenue growth opportunities for the outsource community in the document capture market, some of which I have written about over the la...
23 September 2011 | All Columns, Global, Functions Other, Articles,How Measurement Systems Analysis Can Improve Service Quality In Digital Mailrooms
A digital mailroom is a service where incoming mail is digitised and processed electronically. In a nutshell: usually the incoming documents are scann...
15 April 2011 | Articles, Functions Other, Global, All Columns,Increasing Savings by Reducing Car Hire
Prior to 2005, Percepta managed a Customer Relationship Centre (CRC) for an automotive client and one of the many tasks associated with vehicle repair...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Indian ITO: a three-part plan for achieving non-linear revenue growth
Technology has always aimed to change the status quo by making it effective to perform business functions. The success of technology in business is me...
31 January 2012 | Articles, IT, Global, South/Central Asia, India, All Columns,Managing Urgent Consumer and Media Responses
Being a manufacturer can be challenging at the best of times, especially in highly competitive industries and with today’s economic climate. The highe...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Matt Heffron
Matt Heffron has been involved in more outsourcing deals than he can spontaneously enumerate, over more years than he cares to admit, and for more ind...
03 February 2012 | Columnists, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global,Percepta UK Ltd
Percepta is a Customer Experience organisation. This means we help businesses understand the journey of their customers, integrate customer voice and ...
01 September 2010 | Directory, Customer Service, Europe, UK, Functions, Regions,Percepta’s RoadmapTM methodology: Driving increases in customer satisfaction
We have all been there, you have been set a target for improving customer satisfaction and although you understand the importance of the target — what...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Providing an All-Round Service for Clients
As well as delivering contact management solutions to our clients’ customers, Percepta also specialise in delivering effective solutions that provide ...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Quick Change?
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 Social media is often held up as the windsock to gauge how fast the wi...
04 April 2012 | Articles, IT, Customer Service, Functions Other, Global, All Columns,Roadmap to Customer Loyalty
Moving towards Customer LoyaltyOne of the main business objectives all over the world is how to grow in a cost effective way. There has been alot of t...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Setting Up Contact Centre’s In Emerging Markets: Our China Experience
Our client had already established a team in the market and needed to work with us to design, develop and implement a programme to be able to manage t...
15 April 2011 | Resources, Customer Service, Europe, Asia/Pacific, China, Functions, Regions,The Next Big Thing to hit call/contact centres and customer service
Predictions Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer ha...
02 November 2010 | Articles, Customer Service, Global, All Columns,The Roadmap to Customer Loyalty
One of the main business objectives all over the world is how to grow in a cost-effective way. There has been a lot of talk over the past few years ab...
07 September 2010 | Global, UK, Europe, Resources, Customer Service, Functions, Regions,Tom Topolinski
FORMER COLUMNIST: Tom Topolinski, who tragically passed away unexpectedly on July 3, 2011, developed a strong blend of technology and executive busine...
03 November 2010 | Columnists, USA, Global,Touching Base
This article originally appeared in Outsource Magazine Issue #24 Summer 2011 A cloud solution can help a diffuse workforce maintain a coherent,...
28 June 2011 | Articles, HR, IT, Customer Service, Global, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
