Top 5 Reasons to Outsource MORE!
|
|
- Stephen Alexander
- 7 years ago
- Views:
Transcription
1 Top 5 Reasons to Outsource MORE! This report is available for download on Teleperformance s website. For more information about articles and white papers, go to:
2 Why Companies Are Outsourcing More In recent years, the conversation about the benefits of outsourcing has expanded: Outsourcing is no longer about achieving significant cost reduction targets and getting basic tactical operations functional it is about moving clients into a future state that is much more effective than the current one. 1 Companies want outsourcing partners that not only offer a strategic path to the next level but also help provide customers with a high-quality, seamless omnichannel experience. Many companies that manage a portion of their contact centers in house are expanding their relationships with outsourcing partners in order to optimize an integrated service for omnichannel customers. To achieve even greater business results, company executives are further leveraging outsourcing for these five leading reasons: The Growing Trend in Delivering an Omnichannel Customer Experience Today s interconnected and multi-tasking lifestyles are driving the need for companies to deliver an omnichannel customer experience. All demographics of consumers are now using more than one channel to communicate with brands, and they expect a seamless experience. From a customer s perspective, this encompasses the entire customer life cycle, starting with pre-purchase research and continuing to postpurchase support and contract renewal. Even the speed, efficiency, and accuracy of back-office functions tie into the experience. According to Teleperformance CX Lab analysis, 63% of businesses are using at least six touch points to engage their customers. 1. KPMG, Executive : The State of Services & Outsourcing in 2014, kpmg-institutes.com, For most companies that manage their contact centers in house, tracking all interactions across a wide range of channels and using the information to improve the relationship with the customer has proven cost-prohibitive. For example, mobile device users are particularly challenging as they tend to start with chat, and if they don t get a response fast enough, they then call without closing the chat session, thus engaging two customer support people. This potentially creates two support tickets, which increases costs and creates a reporting nightmare. Companies need help with controlling these costs and integrating channels with the processes and infrastructure required to assist omnichannel consumers. Management of critical functions More creative support talent Enhanced analytics Technology and innovation Security tools and processes 2 2
3 Companies Look to Outsourcers for Contact Center Expertise To meet the steep challenges and costs associated with creating an engaging omnichannel customer experience, companies are looking to outsourcing providers for their expertise in customer experience management. From human resources and technological advancements, to flexibility and scalability across multiple sites and geographies, to centralization and standardization of processes and operations, outsourcing partners have the ability to redesign and optimize contact center operations, enabling increased market share, ROI, and revenue. Recent research shows that among outsourcing users, as much as 45% of their contact center seats/agents are currently outsourced. That portion is expected to grow to 53% by Frost & Sullivan, Enterprise Priorities in North America: Contact Center Outsourcing, 2014 Current and Expected Outsourcing Rates of Contact Center Seats/Agents (Percent of Mean): North America, % 53% 8% Growth
4 Outsourcing More to Improve Buiness Results As companies prepare to turbo-charge their customer service functions and processes to promote an omnichannel customer experience, they are working with outsourcing partners for the following five chief reasons: 1. Management of Critical Functions For decades, companies have outsourced functions classified as non-strategic and non-critical (deemed necessary but not central to a company s overall core business/strategy), such as collections, human resources, payroll, billing, order processing, and technical support. Interestingly, many businesses are beginning to outsource knowledge-based services considered critical to a company s core business. For example, in the area of finance and accounting, where most of the outsourced work is basic transactional finance processes, some companies are starting to outsource non-transactional finance functions, such as financial analysis. 2 As companies become more familiar with outsourcing knowledgebased services, this type of practice is expected to increase. 2. Access to Savvier and More Creative Support Talent With continued steady proliferation of digital tools and technologies, companies are eager to have savvier and more creative agents helping their customers. The best outsourcing partner can help with choosing the best candidates and matching them to the right jobs. Likewise, on a more rooted level, agents should be proficient in understanding connections between their job functions and overall processes, and help to develop ways to streamline those processes and operations. Having access to these types of highly trained and talented agents is a strategic differentiator that can give an enterprise an edge on its competition. OnTarget Recruiting Score Teleperformance s HR professionals follow a step-bystep method when hiring new people, which includes background checks for all employees specific to past employers, criminal history, and all checks as permitted by local law, such as drug testing. In addition to screening employees for security, the hiring process uses a predictive model that provides a recruiting score. This score is an indicator for correct job matching, which reduces attrition and recruitment costs locally and globally, improves performance, and allows better hiring decisions. The score has been applied in different industries including healthcare, consumer goods, financial services, retail, real estate, technology, communication, and travel, and involved more than 50,000 employees and candidates. Specific models developed the following results: Attrition: -37% Attendance: +10% Customer Satisfaction: +22% Sales: +33% An additional important result was that the potential high performers identified by the models possessed a faster learning curve, reaching their potential more quickly than others. Furthermore, the predictive model assured a lower concentration (-48%) of high attrition risk employees. 2. Deloitte, Deloitte s 2014 Global Outsourcing and Insourcing Survey: 2014 and Beyond, deloitte.com,
5 3. Enhanced Analytics Capabilities Market intelligence firm IDC forecasts revenue for U.S. BPO services (customer care, finance and accounting, human resources, human resources processing, and procurement) to reach $105.6 million at a CAGR of 4.2% ( ). 3 Further, one of the top key drivers of this growth is expected to be business analytics services. Enterprises are starting to understand the importance of using analytics to gain more insight on customer behaviors, which can improve business performance. The right outsourcing partner can drive customer experience by combining the expertise of research and analytics with global leadership in operational excellence. 4. Technology and Innovation To stay competitive, it is important for companies to leverage and integrate new technology on a constant basis. In fact, a primary reason companies partner with outsourcers is to access the best technologies in a cost-effective way. An essential aspect, however, is that all the technologies and channels a company uses need to be integrated and woven throughout the customer experience, and not serve as a stand-alone in a sequestered database. A good outsourcing partner should be an excellent resource for innovation, and offer innovative solutions and services that drive the market and maximize benefits to clients through differentiated service strategies. A major multinational financial services institution needed a proactive approach for complaints management. Teleperformance applied its OnTarget analytics solution, which integrates a state of the art statistical model for predicting customer behavior into custmer care programs in order to improve understanding of the customer and implement proactive prevention campaigns. This enhanced analytics solution helped the client achieve as much as a 50% reduction in complaints and a 30% increase in customer satisfaction scores. 3. IDC, Worldwide and U.S. Business Process Outsourcing Services Forecast, idc.com,
6 5. Security Tools and Processes Statistics show that when customers are defrauded, they take their business elsewhere. Companies are intent on protecting their customers, assets, and brand integrity but face mounting challenges to their security systems daily. As fraudsters, thieves, and hackers become more sophisticated and eager to involve company staff, companies must become wiser. When a company s most valuable assets are protected, its leaders are free to pursue innovation, client acquisition (as opposed to loss prevention), and new strategies. Simply put, companies that invest in their continued success, invest in their security. Businesses should partner with a leading outsourcer that can deliver a highly secure environment for clients, their customers, and employees. Security should be entrenched within the outsourcer s company culture, and there should be evidence of ongoing investment in additional best practices and innovations for security. With 90% of fraud incidents having at least one touch point in 4 a contact center, a focus on improving security within these operations will help avoid data leaks and fraud attacks. Teleperformance s security and fraud prevention program is organized according to five main pillars, which form a framework for a comprehensive, proactive approach to fraud prevention: Highly Trained People Cutting-Edge Technology Well-defined Security Processes Security Management Methodologies Stringent Policies These components increase safety of client data and help companies to avoid financial losses and negative impact to their brands. Additional features of Teleperformance s fraud prevention framework include the following: Certifications from leading security standards, such as PCI/DSS, ISO , and HIPAA Proprietary technologies and tools for security Certified team of security analysts, security consultants, risk consultants, compliance specialists, and auditors Dedicated C-level security executive Real-time security environment monitoring and alerts 4. NICE Systems, Contact Center Fraud Prevention, infographic, nice. com/infographic-contact-center-fraud-prevention. 6
7 Closing Thoughts As the outsourcing market in North America matures, many companies are seeking ways to further enhance business performance through their outsourcing partnerships. Organizations utilizing a hybrid approach to contact center management (i.e., using an outsourcer for non-strategic service functions and using in-house resources to manage their own contact centers for other business functions), are now looking to outsourcing partners for their expertise in managing critical service functions, providing more creative agents to improve workflows, analytics, technology, innovation, and security tools and processes. Additionally, it is clear that consumers will continue to adopt more and new channels for service, and there is an increased importance for enterprises to find an outsourcing partner that has the capability to meet and exceed consumer expectations through an omnichannel customer experience. 7
8 About Teleperformance Worldwide Leader in Multichannel Customer Experience We are a People company with a people-centric strategy, interacting with people all over the world. It s all about People. They are part of who we are and what we do. We analyze their behaviors. We understand their wants and needs. That s why we deliver outstanding customer experiences through integrated multichannel solutions to enhance customer experience results for our clients. 8
9 For more information: Follow us:
Report True Fraud Protection: Securing People, Process and Personal Data
True Fraud Protection: Securing People, Process and Personal Data This report is available for download on Teleperformance s website. For more information about articles, cases, white papers go to: www.teleperformance.com
More informationWhite Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,
More informationRaising the Bar on Fraud Prevention
Raising the Bar on Fraud Prevention This article is available for download on Teleperformance s website. For more information about articles, cases, white papers go to: www.teleperformance.com The Ongoing
More informationReport. Top 5 Reasons to Outsource
Top 5 Reasons to Outsource Executive Summary Today s consumers expect to interact with their chosen brands at whatever time and in whatever manner they choose. In order to improve customer satisfaction,
More information[ know me ] A Strategic Approach to Customer Engagement Optimisation
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationHR Business Consulting Optimizing your HR service delivery
HR Business Consulting Optimizing your HR service delivery NorthgateArinso Business Consulting provides HR executives with unique insight to optimize the cost of HR service delivery, improve employee engagement,
More informationS T R A T E G I C P A R T N E R S H I P D A T A, N E T O W R K S P E O P L E, P R O C E S S, T E C H N O L O G Y, Europe
S T R A T E G I C P A R T N E R S H I P WHERE INNOVATION BEGINS Web-enabled, transparent, optimized business processes, extensive data analytics, continuously innovated business solution for the P&C /
More informationExploring the Impact of Mobile Messaging in the Financial Services Industry
Exploring the Impact of Mobile Messaging in the Financial Services Industry June 2015 In This Study Key take-aways for mobile messaging in financial services 4 Business leaders are driving new investments
More informationExploring the Impact of Mobile Messaging in the Travel and Hospitality Industry
Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry June 2015 In This Study Key Take-Aways for Mobile Messaging in Travel and Hospitality 4 Business leaders are driving new
More informationYour guide to creating a customer experience program that works
Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer
More informationLISTEN TO THE VOICE OF CUSTOMER EXPERIENCE
LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,
More information447, ROAD NO. 270, NEW MAADI, CAIRO, EGYPT TEL:
Accounting Finance Certified Public Accounting Tax Accounting Human resources Training and Development Procurement IT Hardware Set up and Maintenance Legal Aids Strategic Management 447, ROAD NO. 270,
More informationIT & Management Consulting Services
2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,
More informationBusiness ByDesign. The SAP Business ByDesign solution helps you optimize project management
SAP Functions in Detail SAP Solutions for Small Businesses and Midsize Companies Efficient Project Management Drive Project Success with SAP Business ByDesign The SAP Business ByDesign solution helps you
More informationMessaging Services. An immediate and engaging way to talk to customers and employees
Messaging Services An immediate and engaging way to talk to customers and employees Messaging Services from O 2 can help you communicate with your customers and employees quickly and efficiently, using
More informationInfor Human Capital Management Talent DNA that drives your business
Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a
More informationThe Evolving Role of Technology in Insurance KEY MANAGEMENT GROUP, INC
The Evolving Role of Technology in Insurance KEY MANAGEMENT GROUP, INC Key Trends Redefining the Agent s work in Insurance Market Insurance is slowly emerging from its traditional underwriting methods
More informationTARGETING RECRUITMENT PROCESS OUTSOURCING
TARGETING RECRUITMENT PROCESS OUTSOURCING NelsonHall HR Outsourcing Subscription Service 1 Definition of Recruitment Process Outsourcing (RPO) Recruitment Process Outsourcing is the transfer of operational
More informationHR Outsourcing. We ll run your HR engine so you can focus on the road ahead
HR Outsourcing We ll run your HR engine so you can focus on the road ahead Realizing the benefits of HR Outsourcing The increasing popularity of HR outsourcing comes as no surprise. Relieved of the burden
More information2015 Trends & Insights
Asia Pacific Mobility The Asia Pacific Mobility Brookfield Global Relocation Services Trends & Insights report is reflective of the global economy which is strongly tied with the economic realities of
More informationDrive growth. See results. Performance Marketing Services Overview
Drive growth. See results. Performance Marketing Services Overview Channel agnostic portfolio management designed with your goals in mind. Channels don t matter to the customer; they engage with brands
More informationcustomer care solutions
customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever
More informationFUJITSU Transformational Application Managed Services
FUJITSU Application Managed Services Going digital What does it mean for Applications Management? Most public and private sector enterprises recognize that going digital will drive business agility and
More informationHR Function Optimization
HR Function Optimization People & Change Advisory Services kpmg.com/in Unlocking the value of human capital Human Resources function is now recognized as a strategic enabler, aimed at delivering sustainable
More informationI D C M a r k e t S c a p e : W o r l d w i d e B u s i n e s s A n a l y t i c s B P O S e r v i c e s 2 0 1 2 V e n d o r A n a l y s i s
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com C O M P E T I T I V E A N A L Y S I S I D C M a r k e t S c a p e : W o r l d w i d e B u s i n e
More informationCustomer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain
Customer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain Client Profile The Client is a US-based leading pet specialty retailer providing a comprehensive range of pet-care products,
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationNEC Managed Security Services
NEC Managed Security Services www.necam.com/managedsecurity How do you know your company is protected? Are you keeping up with emerging threats? Are security incident investigations holding you back? Is
More informationNCR APTRA Suite. The world s leading financial self-service software portfolio
NCR APTRA Suite The world s leading financial self-service software portfolio DELIVER A LEAP IN CONSUMER EXPERIENCE. The banking industry tells us that the quality of consumer experience has become the
More informationInforCloudSuite. Distribution Enterprise. Overview INFOR CLOUDSUITE DISTRIBUTION ENTERPRISE 1
InforCloudSuite Distribution Enterprise Overview INFOR CLOUDSUITE DISTRIBUTION ENTERPRISE 1 What if... You could implement an enterprise solution customized for distribution without the risks of traditional
More informationSAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW
SAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW HUMAN CAPITAL ASSETS ARE VITAL With SAP E-Recruiting, we can improve personnel selection while maintaining a high level of efficiency in our back-office
More informationIntroduction. External Document 2015 Infosys Limited
Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction
More informationIDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment
IDC MarketScape IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment Michael Versace Cushing Anderson THIS IDC MARKETSCAPE EXCERPT FEATURES KPMG IDC MARKETSCAPE
More informationA Guide to Marketing Automation
A Guide to Marketing Automation How Has B2B Marketing Changed? B2B marketing has undergone a significant shift in recent years. Buyers are able to take more control of the buying process by undertaking
More informationWhen to Leverage Video as a Platform A Guide to Optimizing the Retail Environment
When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment Contents S1 An Industry in Transition Over the past few years, retail has seen seismic changes in how the customer shops.
More informationRemote Collaboration Solutions In the Financial Services Industry
WHITE PAPER Remote Collaboration Solutions In the Financial Services Industry Using Audio/Web Conferencing to Drive Profitable Growth By Debra Chin Senior Vice President Palmer Research May 2011 This Palmer
More informationDemand-Driven Customer Experience Management: Solutions for US Healthcare Payers
White Paper Demand-Driven Customer Experience Management: Solutions for US Healthcare Payers EXECUTIVE SUMMARY Consumer expectations are changing in every industry and healthcare is not immune to these
More informationServices Professional Services for DNA
Services Professional Services for DNA Maximize the Value of Your Technology and Resource Investments with the Help of Professional Services Delivered by Industry Specialists Services Optimize the return
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationADVANTAGE YOU. Be more. Do more. With Infosys and Microsoft on your side!
ADVANTAGE YOU Be more. Do more. With Infosys and Microsoft on your side! Today s digital-led, rapidly evolving business scenarios pose unique challenges for enterprises across industries. While we hear
More informationTalent DNA that drives your business
Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment
More informationIBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support.
IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction
More informationTHE TELECOM MANAGEMENT ECOSYSTEM: A Progress Report on Vendor Value, Enterprise Efficiency Gains and Business Impact
THE TELECOM MANAGEMENT ECOSYSTEM: A Progress Report on Vendor Value, Enterprise Efficiency Gains and Business Impact Alliance Communication Management 2610-B Dauphin Street, Suite 103 Mobile, AL 36606
More informationBoosting Customer Loyalty and Bottom Line Results
Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2
More informationCompany Background EMAGINED SECURITY. 2014 All rights reserved. www.emagined.com
Company Background Emagined Security, a privately owned and operated company, has been helping organizations with their security needs with an excellent track record of success since 2002. The company
More informationHow B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite
How B2B Customer Self-Service Impacts the Customer and Your Bottom Line Introduction For small to mid-sized businesses trying to grow and compete with their larger counterparts, having close relationships
More informationTransforming Your Core Banking and Lending Platform
Transforming Your Core Banking and Lending Platform Dramatically improve your bank s core systems to increase operating agility, lower time to market, reduce costs and better manage risk and regulatory
More informationRecruiterpowered by CloudCords
Recruiterpowered by CloudCords Improve Quality of Hire Reduce Turnover with Higher Job Satisfaction Increase Speed of Hire Increase Revenue and Cost Savings How are We Different? Configure custom recruiting
More informationWhat really drives customer satisfaction during the insurance claims process?
Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property
More informationOperations Excellence in Professional Services Firms
Operations Excellence in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction... 3 Market Challenges
More informationIDC MarketScape: Worldwide Datacenter Infrastructure Management 2015 Vendor Assessment
IDC MarketScape IDC MarketScape: Worldwide Datacenter Infrastructure Management 2015 Vendor Assessment Jennifer Koppy THIS IDC MARKETSCAPE EXCERPT FEATURES EMERSON NETWORK POWER IDC MARKETSCAPE FIGURE
More informationInforCloudSuite. Business. Overview INFOR CLOUDSUITE BUSINESS 1
InforCloudSuite Business Overview INFOR CLOUDSUITE BUSINESS 1 What if... You could implement a highly flexible ERP solution that was built to manage all of your business needs, from financials and human
More informationinnovative solutions
Finding the best talent is humanly possible Recruitment Process Outsourcing Looking for talent? the best Having the best talent is a competitive advantage in today s demanding and complex world. Because
More informationIntegrated Business Services (IBS) Next generation of high performance Shared Services. Deloitte Consulting GmbH February 2016
Integrated Business (IBS) Next generation of high performance Shared Deloitte Consulting GmbH February 2016 Go ?? Business leaders are recognizing the benefits of leveraging Shared and outsourcing consistently
More informationLISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA
LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA GLOBAL SCENARIO FOR MOST ORGANIZATIONS, SOCIAL MEDIA STILL REPRESENTS A CHALLENGE TO BE ADDRESSED. Customer requests and personal data directed
More informationBuilding Relationships by Leveraging your Supply Chain. An Oracle White Paper December 2001
Building Relationships by Leveraging your Supply Chain An Oracle White Paper December 2001 Building Relationships by Leveraging your Supply Chain EXECUTIVE OVERVIEW This white paper illustrates why a fusion
More informationPowerful Customer-Centric Strategies for Energy Providers
White Paper Powerful Customer-Centric Strategies for Energy Providers EXECUTIVE SUMMARY Consumer expectations are changing in every industry and the energy and utilities sector is not immune to these challenges.
More informationLawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care
Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,
More informationPIVOTAL CRM RETAIL INDUSTRY
PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS
More informationBest-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices
Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector trusted efficient responsive best practices The ADP Advantage Best practices are critical when you are challenged to do more with
More informationAnalytics and Multichannel Fulfillment Top Supply Chain Innovations
Analytics and multichannel fulfillment are top priorities for supply- chain executives, but talent shortage and a focus on cost reduction are inhibiting growth for some, says a new report on innovations
More informationSolutions Overview. Relevant Messages. Platform The industry s most scalable, reliable and secure platform
Company Overview Experian CheetahMail is the trusted service provider of email marketing and customer intelligence technologies for top enterprises worldwide. With the industry's largest client services
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationEnabling HR service delivery
Enabling HR service delivery Cloud HR 9 10 HR shared services and Outsourcing Global privacy and Security 11 12 Social media 10 HR Shared Services and Outsourcing Has your organization implemented service
More information> Cognizant Analytics for Banking & Financial Services Firms
> Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,
More informationADP Comprehensive Outsourcing Services
E S S E N T I A L S ADP Comprehensive Outsourcing Services Your organization requires clear focus on strategic priorities; rely on ADP Comprehensive Outsourcing Services to Manage your vital workforce
More informationElegantJ BI. White Paper. Operational Business Intelligence (BI)
ElegantJ BI Simple. Smart. Strategic. ElegantJ BI White Paper Operational Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence
More informationAccenture Human Capital Management Solutions. Transforming people and process to achieve high performance
Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented
More informationBEST PRACTICES RESEARCH
Frost & Sullivan 1 We Accelerate Growth Contents Background and Company Performance... 3 Industry Challenges... 3 Technology Attributes and Future Business Value... 3 Conclusion... 5 Significance of Technology
More informationEmployee Engagement Drives Client Satisfaction and Employee Success in Professional Services
Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive
More informationGlobal BPO Market Forecast: 2014-2018
Global BPO Market Forecast: 2014-2018 Market Forecast Report Abstract June 2014 By John Willmott BPO Market Development program NelsonHall 233 pages research.nelsonhall.com Who Is This Report For? NelsonHall
More information2014-2015 Contact Center Workforce Management Market Report
ABSTRACT 2014-2015 Contact Center Workforce Management Market Report DMG Consulting s seventh annual Contact Center Workforce Management Market Report provides the most comprehensive coverage of this technology
More informationCloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing
More informationEmail List Strategy. Optimizing Marketing Performance in 2016. Ascend2 research conducted in partnership with Return Path. returnpath.
Email List Strategy Optimizing Marketing Performance in 2016 1 Ascend2 research conducted in partnership with Return Path Table of contents Introduction 3 List quality is a priority for marketers 4 Email
More informationHitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud. March 27, 2015. Better
Hitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud March 27, 2015 Better Chris Buri Chris Buri is the Vice President and CIO of Hitachi Consulting and joined
More informationDrive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.
1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations
More informationDeloitte: delivering richer, responsive online experiences to users worldwide.
Deloitte: delivering richer, responsive online experiences to users worldwide. Deloitte Touche Tohmatsu Limited delivers compelling web presence to its diverse global network of member firms with Adobe
More informationBig Data Analytics. A Game Changer for OD Practitioners. Michele Reeves, SAS. Technology & Tools Change & Agility Diversity & Culture
Big Data Analytics A Game Changer for OD Practitioners Michele Reeves, SAS Technology & Tools Change & Agility Diversity & Culture Look Who s Talking I hope you learn 1. The difference between business
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationManagement Consulting Services kpmg.com.tr
KPMG TURKEY Management Consulting Services kpmg.com.tr KPMG Turkey provides world-class management consulting services Our Management Consulting team works with Board members, C-level executives and leaders
More informationmedia kit 2014 Advertise Global Mobile Ad Network
media kit 2014 Advertise Global Mobile Ad Network WHY MOBILE ADVERTISING Proliferation of smartphone devices and tablets is shifting the way that customers use Internet, making advertising a key part of
More informationof interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants
Experience a new world of interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants 02 Experience a new world of interaction
More informationincreased demand for banks to help companies structure their finances. 2016 EXPECTATIONS
Thailand IT WAS A TRANSITIONAL YEAR FOR THAILAND IN 2015 AS COMPANIES FOCUSED ON DRIVING DOWN COSTS DUE TO THE GENERAL SLOWDOWN ACROSS SOUTH- EAST ASIA, HOWEVER RECRUITMENT WILL REMAIN BUOYANT IN 2016.
More informationOn-Time, On-Target Clinical Documentation Meets Today s Demands on Your Terms
On-Time, On-Target Clinical Documentation Meets Today s Demands on Your Terms High-Quality, Cost-Effective, Timely Clinical Documentation: Meeting Today s Demands on Your Terms The Challenge The ever-expanding
More informationSonata Managed Application Lifecycle Services
Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing
More informationLexisOne. LexisOne. Powered by Microsoft Dynamics AX 2012. EnterpriseSolutions
LexisOne Powered by Microsoft Dynamics AX 2012 LexisOne LexisOne powered by Microsoft Dynamics AX 2012 from LexisNexis goes beyond traditional practice management software currently available to legal
More information10 Tips to Education Assistance Program Excellence
10 Tips to Education Assistance Program Excellence White Paper by Heidi Milberg Director of Business Development General Physics Corporation www.gpworldwide.com General Physics Corporation 2011 As with
More informationSystem x x86 servers from Lenovo achieve top customer satisfaction scores. January 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.
System x x86 servers from Lenovo achieve top customer satisfaction scores January 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x customer satisfaction scores surpass those of Dell
More informationBuilding the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR
Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,
More informationBuilding An In-House Search Firm. Maggie Rubey Lynch Senior Vice President Worldwide Recruitment & Executive Search
Building An In-House Search Firm Maggie Rubey Lynch Senior Vice President Worldwide Recruitment & Executive Search Worldwide Recruitment & Executive Search Time Warner: The Big Picture Business & Recruitment
More informationNICE Systems and Avaya provide businesses with Insight from Interactions
IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)
More informationSmartShore Offerings. Your Gateway to Knowledge Process Outsourcing and Remote Infrastructure Mgmt.
DISCUSSION DOCUMENT SmartShore Offerings Your Gateway to Knowledge Process Outsourcing and Remote Infrastructure Mgmt. SmartShore Services, Inc. sales@smartshore.us Tel 203-653-7235 Sep 9, 2009 Overview
More informationUsing Workforce Analytics to Reduce Employee Turnover
Using Workforce Analytics to Reduce Employee Turnover White Paper This White Paper describes the challenges of reducing employee turnover in shift based organizations, and introduces Otipo s innovative
More information