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WIPRO VOICE
Companies Need Customer Expectation Management Because Successful Customers Create Profitable Businesses: Competition is fueling customer churn and testing customer loyalty. Vijayalakshmi S. Paduvalli describes how customer expectation management helps companies extend market share and expand relationships in today's challenging economy.
FOCUS ON: Transition, Risk Mitigation
Trends in Dealing with Employee Resistance to Outsourcing: What strategies are buyers using today to handle employee resistance to outsourcing? This article reveals trends we found in a study of 249 outsourcing relationships that either successfully mitigated the resistance in advance or successfully worked their way through the issues that arose from employee apprehension.
FOCUS ON: Suppliers, Marketing
Suppliers: How to Make Your Brand a Sales Accelerator: In today’s tough outsourcing marketplace, winning all the business you can is the name of the game for suppliers. Being able to articulate what differentiates your brand in the marketplace is one way to increase your wins. Brenna Garratt knows how.
FOCUS ON: IT Infrastructure, Multi-Sourcing
Why Shell Created an 'Ecosystem' of Three Suppliers When It Outsourced its IT Infrastructure: Instead of outsourcing its IT infrastructure to just one supplier that takes care of everything, Shell chose to outsource to best-of-breed suppliers. It created an IT ecosystem designed to encourage three suppliers to work together. Read how they made multi-sourcing a success.
ACADEMIC THOUGHT SPOT - A Wipro Initiative
How Hot Spot Teams Innovate: Lynda Gratton at the London Business School has studied teams for the last five years. She explains how to encourage hot spots, a business environment where ideas and excitement ignite teams, who then solve problems and innovate.
EVEREST VOICE
Why More Outsourcing Contracts are Running Full Term: Twenty years ago, when buyers were entering outsourcing agreements for the first time, it was unusual for an outsourcing agreement to run its full term. Today it's the norm. Kate Delimitros and Paul Nowacki explain how market maturation and shortened contract length impact deal length.
FOCUS ON: UK, Call Centers, Online Retail
Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents: High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.
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