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Bank Systems & Technology October 28, 2004 Peggy Bresnick Kendler	Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies.
Insurance & Technology November 15, 2006 Peggy Bresnick Kendler	Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies.
Bank Systems & Technology November 4, 2003 Cynthia Ramsaran	Banks Get the Message Study shows U.S. financial services institutions are allocating more dollars to call center technology.
CRM March 1, 2008 Christopher Musico	Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
PHONE+ December 3, 2009 Daniel Lonstein	Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry.
CRM August 19, 2011 McNally & Walheim	Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance
CIO December 2, 2013 Stephanie Overby	Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey.
CRM June 7, 2013 David Lloyd	Prepare for the Age of the Customer Advances in technology will help contact centers shine.
Global Services November 29, 2007	The Future of Regulation Whether offshore or onshore, the confluence of increased regulations and increased outsourcing will result in increasingly intense scrutiny by regulators of outsourcing relationships.
CRM September 2014 Donna Fluss	Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product.
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz	Banks Prove Top Performers in Call Center Study Banks are tops when it comes to their call centers, according to a new study.
CRM January 25, 2013 Leonard Klie	Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.
Insurance & Technology March 16, 2004 Peggy Bresnick-Kendle	Mobilizing for E-Mail Security Insurers face a myriad of e-mail security issues, from compliance to viruses. Technology is key to the response, whether it's filtering or automating enforcement of corporate policies.
CRM February 22, 2013 Paul Lang	What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore.
Global Services November 5, 2007 Singh & Puryear	Beyond Single Site, Single Provider As companies measure their offshore presence, they grapple with two large challenges. First, the increasing imbalance between workforce supply and demand, and second, where to site their offshore activities.
Bank Technology News December 2010 Michael Sisk	From Cost Center to Revenue Driver For decades the call center was considered a cost center, and the most important performance measurement was how fast you could get the customer off the phone. Now virtually all banks are trying to turn call centers into profit centers.
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.
CRM November 2015 Leonard Klie	Contact Center Outsourcing's Rising Costs Calls to overseas contact centers take much more time
CRM February 2004 David Myron	Hot Spots You've decided to outsource your contact centers. Now the question is, to where? We evaluate the fastest growing nearshore and offshore options.
Insurance & Technology July 8, 2007 Nathan Conz	Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction.
Insurance & Technology May 18, 2004 Julie Gallagher	IT Isn't Tapped for Compliance The insurance industry fails to embrace the full business value of IT when it comes to addressing regulatory requirements and instead relies primarily on manual processes and ad hoc measures
U.S. Banker January 2011 Michael Sisk	Center of Attention Long viewed as a necessary evil, the call center is emerging as a vital cross-selling and revenue-driving tool.
CRM March 2014	The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers.
BusinessWeek October 27, 2003 Diane Brady	All The World's A Call Center Outsourcing doesn't just save cash. It can lift quality.
CRM January 2010 Donna Fluss	Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies.
Insurance & Technology June 20, 2007 Peggy Bresnick Kendler	Industry Leaders Discuss The Opportunity Of Web 2.0 By enabling a higher level of user empowerment, Web 2.0 tools promise to revolutionize business collaboration and consumer interactions in the insurance industry. But adoption has moved slowly.
CRM November 2, 2012	Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
CIO September 1, 2003	Going There, Doing That Asked about their companies' offshore outsourcing experiences and expectations, 101 CIOs, IT executives and managers in a survey confirmed what you might expect. India was the major destination. Labor costs were the biggest area for savings. And app development was the main activity.
Insurance & Technology November 17, 2004 Maura K. Ammenheuser	Loud and Clear To improve customer service, insurers are increasingly turning to speech-based technology, and away from call centers, to handle consumer questions. The familiar touch-tone systems may soon go the way of the rotary phone.
Insurance & Technology January 31, 2007 Anthony O'Donnell	The Hartford Taps Ritchey for New Service and IT Role The insurance giant has named Sharon Ritchey senior vice president and chief operating office of its U.S. Wealth Management division.
Pharmaceutical Executive May 1, 2005 Steven Tarnoff	How to Keep Out of Regulatory Quicksand Pharma sales teams may soon need law degrees just to keep up with the changes in federal and state mandates.
CRM August 2011 Leonard Klie	Changing the Channel Research reveals how consumers will contact customer service within the next two years
CRM April 2008 Jessica Tsai	The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight.
CRM May 2013 Donna Fluss	Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach.
CRM March 2015 Donna Fluss	10 Top Enterprise Trends for 2015 Service excellence is finally taking a starring role.
National Defense July 2013	Readers Sound Off on Recent Stories Readers point out that technical skills are needed in the Department of Defense and also request that the defense acquisition process be simplified.
Insurance & Technology February 19, 2004 Julie Gallagher	Uncovering Offshore Secrets Overly generous cost savings estimates can doom a carrier's offshore outsourcing effort before it even begins. In order to optimize success and manage expectations accordingly, insurers must take the hidden costs of these deals into consideration.
Insurance & Technology November 25, 2003 Julie Gallagher	Fraud Spurs Analytic Spending Driven by regulatory compliance and risk management needs, European financial services institutions will spend $4.8 billion on business intelligence and analytic technologies by 2006. Insurers will contribute to this trend despite the fact that they are still a little behind other FSIs when it comes to their use of analytics.
The Motley Fool July 16, 2011	Taubman Centers Earnings Preview Taubman Centers will unveil its latest earnings on Tuesday, July 19.
CIO September 1, 2003 Stephanie Overby	Hidden Costs of Offshore Outsourcing Moving jobs overseas can be a much more expensive proposition than you may think.