Winning Companies Compete With Knowledge
(Saturday, June 13, 2009 12:15:43 PM IST)
Contrary to popular perception, using knowledge for competitive purposes is far more science than art.
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Talent Affirmation and Differentiation
(Saturday, March 21, 2009 1:03:33 PM IST)
Great call centres distribute the investments they make in their people accordingly. They differentiate on things like pay, ...
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Talent Development, Engagement and Benchmarking
(Friday, March 13, 2009 1:03:44 PM IST)
Call centre agents must perceive that they are coached and developed, as well as challenged and unleashed, to execute the ...
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Building a Strong Talent Leadership Foundation - Talent Acquisition
(Wednesday, March 04, 2009 11:09:16 AM IST)
Within great call centres, it is typical for HR to create and implement sophisticated tools and processes that enable internal ...
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The Power of Your Leadership Value Proposition
(Monday, February 23, 2009 3:46:35 PM IST)
At its core, a great call centre Leadership Value Proposition encompasses everything call centre employees experience throughout ...
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It’s About Your Talent Leadership 'Mindset' and Execution
(Friday, February 20, 2009 3:49:52 PM IST)
All assets, except the human capital asset, eventually become commodities. Call centres need to do a better job executing ...
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The True Cost of Poor Quality
(Thursday, July 03, 2008 12:05:37 PM IST)
When businesses begin to consider offshoring customer support functions, the conversation is typically driven by a desire ...
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LPO: Poised for a take off
(Monday, May 12, 2008 11:35:40 AM IST)
LPOs are coming up in a big way in India, given the country's vast English speaking talent pool of legal eagles. However, ...
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Is the BPO industry geared up for the end of Tax Holiday?
(Tuesday, April 29, 2008 5:31:05 PM IST)
Tax Holiday for the BPO sector expires in 2009. What repercussion would this termination have on the industry? How is the ...
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Attrition—Slaying the dragon with HR strategies
(Monday, March 17, 2008 1:00:28 PM IST)
Attrition has been recognised as the key challenge in 2008 by Indian contact centres. The focus would now be on improving ...
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Improving quality: New BPO mantra
(Thursday, December 20, 2007 12:25:12 PM IST)
Customer satisfaction is no longer sufficient for growth in the BPO/ITES sector. Companies are now aiming for quality certifications ...
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Better be safe than sorry with BCP
(Thursday, December 13, 2007 3:24:19 PM IST)
Business Continuity Plan (BCP) is a contingency measure all organisations must have in place to counter any unanticipated ...
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Tips to Improve Customer Service at Call Center
(Wednesday, November 28, 2007 8:39:39 PM IST)
This article from crm2day discuses how organisations can improve their customer service while using proven customer service ...
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Outsourcing Product Development On A High
(Wednesday, October 10, 2007 5:15:20 PM IST)
The global product development services market has taken a leap from $300 million in 2001 to $3 billion in 2006. Is the ...
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Risk Management : 24/7 Customer
(Thursday, October 04, 2007 9:01:10 PM IST)
The project might be the development of a new process or setting up of a new centre in a different country. The requirements ...
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Using Six Sigma principles to enhance Customer Satisfaction in the eCommerc
(Thursday, October 04, 2007 5:09:49 PM IST)
As the eCommerce industry matures, customer expectations from e-commerce sites continue to rise and hence some online companies ...
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"Hello, How May I Help You?"
(Wednesday, September 26, 2007 8:27:44 PM IST)
The call centre agents, with their ever-obliging attitude always strive hard to keep the customers in good humour, however ...
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Omnia BPO On A Fast Track
(Wednesday, September 12, 2007 5:39:18 PM IST)
Domestic BPOs are trying to carve their niche in business by grasping new opportunities available within the country lest ...
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Transforming HR Professionals: From Administrators to Strategists
(Wednesday, September 12, 2007 4:21:46 PM IST)
50 to 60 per cent of all HR activities are repetitive and voluminous. Outsourcing them will help the HR function to actually ...
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KPIT Cummins : Capturing The FAO Market
(Thursday, August 30, 2007 8:08:09 PM IST)
According to a Deloitte survey, the Finance & Accounting Business Process Outsourcing market has seen 300 multi-scope engagements ...
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The Paradox Of Excellence
(Wednesday, August 22, 2007 3:04:11 PM IST)
The BPO service providers find themselves in an endless quest for excellence as the demands of their clients keep climbing. ...
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Q&A With Scott Petty, Group Executive, Services, Dimension Data Group
(Friday, August 17, 2007 6:59:14 PM IST)
The world of IT outsourcing services is changing rapidly with Gartner Group advising the players in the field to make a ...
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Strategy for Offshore Vendor Evaluation
(Wednesday, August 01, 2007 8:28:27 PM IST)
Manu Tandon, Sr Marketing Manager, Equinox Corporation illustrates the way a client needs to work out vendor partner plan ...
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Intangible Benefits Of Offshoring
(Wednesday, July 25, 2007 6:53:39 PM IST)
Samir Parekh, Vice President, Business Development at Motif Inc. explains that for small to mid-sized companies, offshoring ...
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Strategic Outsourcing: Optimising The Value
(Wednesday, July 25, 2007 6:00:14 PM IST)
Pete Lorenzen, VP, Global Service Delivery, Integrated Delivery Operations, IBM India highlights the issues looming large ...
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