One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Take our free AQ quiz now to learn your score. It’s quick, it’s easy, and it will put you on the path to better business outcomes, whether you’re an aspiring newcomer or an analytics master. 

“Before Autotask, we were spending way too much time billing and invoicing. Now an invoice goes out half an hour after the work was completed.” Richard Fitzgerald, President of 2GEN Pty LTD 

More and more companies are showing interest in data center outsourcing, but there are a variety of providers to choose from. This white paper compares the outsourcing capabilities and infrastructure utility services of 17 vendors. Find out which providers were considered the challengers, leaders, niche players, and visionaries. 

At the beginning of each year, we survey Morrison & Foerster’s Global Sourcing Group lawyers in Asia, Europe, and the United States regarding the current state of the world’s outsourcing market and emerging trends likely to shape that market over the next twelve months. 

EquaTerra is pleased to offer to Computer Weekly readers a custom, European focused edition of the results from its 2Q10 EquaTerra global business and information technology (IT) services Pulse survey. 

In investment reporting, customers expect detailed reports of irreproachable accuracy, delivered with no delay or excuses. This whitepaper will serve as as a guide for Investment Advisors. 

The UK's June Budget provides a mandate for all government departments to submit their spending review plans before the summer break and reports that it has scheduled the government spending review for October. 

This brief webcast highlights how one organization leveraged HP's business process outsourcing as a platform for growth and competitiveness. Challenges and opportunities of outsourcing financial business processes are explored. 

Managing your network is no easy task, hence the reason managed service providers (MSPs) exist. In this resource, explore the advantages of outsourcing to an MSP and best practices for finding the right MSP for your organization. 

Most organisations had mandates in 2008 and 2009 to freeze or reduce spending on network services to match overall revenue performance, yet end-user requirements for mobility, video and cloud grew. 

This guide is designed to help you identify your biggest, untapped cost-saving opportunities and see how outsourcing your records management can dramatically cut business expenses while improving your service to internal and external customers.