CRM
Atento opens its Operations Command Center for the EMEA region in Madrid
July 20 by Press Release SSONIn Brief: Centralizing the management of 17 customer relationship centers that employ over 12,000 people and are located in 3 different countries More than 5.5 million interactions with...
Customer Relationship Management
July 01 by SSONWithin half a dozen years, customer experience will trump both price and product as brand differentiators Designed by: financesonline
Is "Straight Through Processing" the Ultimate Goal?
June 24 by Lee CoulterThis week, we (led by Tom Deuschle and the CRM team) debuted the new Client Status Dashboard. This is a completely different kind of dashboard to almost everything else that we do or use. As I empha...
Digitalisation is Springboard for Customer Acquisition
November 17 by Dave BrownOne of the key reasons companies are considering BPO is to leverage transformational or technology-based solutions. That’s where many are struggling to implement on their own, and it’s w...
Q&A: Key Performance Indicators (KPIs) for Shared Services Centers
January 10 by Shared Services & Outsourcing NetworkIn this article, we answer some of the most popular questions when it comes to KPIs for Shared Service Centers!
Roundtable: UK Public Sector Shared Services - Where Now and Where Next?
January 10 by SSONSharing services has risen up the agendas of the UK’s national and local governments in recent years, propelled by political and financial trends as well as by more concrete factors such as Si...