How Outsourcing Bridges Emerging Technology Transformation

... for Retail and Hospitality Companies. By Michael D. Mills, SVP, Call Center Solutions, CGS Consumers today crave a seamless and interactive experience across all touchpoints,...

Interview: Outsourcing And Shared Services In The Financial Services Industry

Mr. Anderson as Managing Director of Trestle Group in Switzerland you have had the chance to work on some complex IT and business process...

Call Centers Need To Go Mobile

By Gary Schwartz, CEO at Impact Mobile Inc. USA - Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core...

Emerging Business Process Outsourcing Trends In Europe

By Randev Dias, Senior Manager Professional Services at OpusCapita Group. The global business environment is in constant shift. As organizations adapt to changes triggered by...

The Future Of The Contact Center Outsourcing Industry.

By Stefan Abadzhiev, Senior Sales Manager EMEA, TELUS International Europe - When the outsourced contact center industry started to flourish it was all about cost...

Finding the right partner – tips for outsourcing

By Michael Mills, SVP, Global Sales and Solutions, CGS - Executives of businesses big and small are faced with many unique decisions as they tackle...

4 Steps to Outsourcing Knowledge Intensive Processes

By Dr. Karin Stumpf and Johannes Deltl, Managing Directors of Acrasio, Germany for the Outsourcing Journal Special Editions - In the last years outsourcing has...

Business Process Outsourcing As An Agency Relalationship

The strong growth of the BPO service provision sector in the recent years is a testimony of the model’s superiority over alternatives – most...
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The Emerging Integration of CEM and CRM – An Introduction

CRM-CEM 520x320We are living in a customers' world where concepts like customer experience or satisfaction are more and more popular. This means that competitive advantages acquired through brand, delivered services, innovation or price are all now common things. A new trend is nowadays hero meant to drive customers delight by analyzing, connecting and building strong relationships with the existing clients' base. In other words, managing the relationship with those who have chosen your services is the goal of our times.
Worldwide companies have easily understood and embraced the customers' centric orientation, since it effectively drives improvement in the financial results.

But how does this attitude influence the company's results? What are the measurable results?
• Increased loyalty, therefore retention of the existing base;
• A high Net Promoting Score (NPS) that generates new customers;
• Easiness in gaining new territories and valuable customers.


Preis der Deutschen Wirtschaft an bulgarischen Service-Dienstleister

CallPoint_DeutscherPreis_640Der Outsourcing-Dienstleister CallPoint New Europe hat den Preis der Deutschen Wirtschaft in der Kategorie „Großunternehmen" erhalten. Der Dienstleister wurde für die Erhöhung seiner Mitarbeiteranzahl sowie der Entwicklung seiner Geschäftsbeziehungen mit Partnern aus Deutschland in 2011 prämiert. Der Preis wurde von Herrn Dr. Volker Treier, dem stellvertretenden Hauptgeschäftsführer des Deutschen Industrie- und Handelskammertages, überreicht.