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CIO
September 9, 2010
Michael Overly et al. |
Offshoring: Ways to Reduce Your Risks When Congress, States Threaten Restrictions Proposed bills in Congress and in state legislatures aim to discourage offshoring, but you can use your contracts to reduce the risk to your company if such measures are enacted.   |
BusinessWeek
September 9, 2010
Jasper & Rothwell |
British Airways Seeks a Bride to Regain Altitude After taking on its unions, the airline needs a global partner to grow |
BusinessWeek
September 9, 2010
Bhaktavatsalam et al. |
Israel Gets an Upgrade, and Investors Depart Now that it's a developed market rather than an emerging one, Harvard, T. Rowe Price, and others are pulling out |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
CRM
September 2010
David Myron |
Has Our Technology Exceeded Our Humanity? The concept of running your company like a well-oiled machine is fine when it comes to streamlining processes and technologies, but don't lose sight of the importance of the human element. |
CRM
September 2010
Denis Pombriant |
The Greening of CRM Sustainability, in all its forms, may be the industry's next big thing. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
September 2010
Donna Fluss |
The Golden Age of WFM What contact centers must do to manage workforce management. |
CRM
September 2010
Marshall Lager |
Can Ya See the Real Me? Otherwise-smart businesses are failing where they should be creating success stories. |
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