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White Papers & Research for BPO

Customer Intelligence is the New Black
Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points. A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise. This white paper unravels why Customer Intelligence is the New Black, by addressing some key questions...
Firstsource_-_customer_interaction_analytics.pdf

Bending the Curves
The global banking and financial services industry is facing unprecedented, even historic challenges. With customer and regulatory demands soaring while revenues lateau,financial services enterprises cannot just tinker with existing processes.
Bending_the_Curves.pdf

Transforming Corporate Actions Processing
As businesses expand into new geographies in search of growth, the volume of corporate actions are growing exponentially.
CognizantTransforming-Corporate-Actions-Processing-The-Long-Road-Ahead.pdf

Enterprise strategy and offshoring research
Projected slowdown in services offshoring after 2014 poses challenge to India and other low-cost destinations
The_Hackett_Group_Offshoring_Research.pdf

Build A Modern Social Enterprise To Win In The 21st Century
How businesses can use modern social media to take the next critical steps.
Build-a-Modern-Social-Enterprise-to-Win-in-the-21st-Century.pdf

Business Process Services: Redefining Business Process Outsourcing
Businesses have approached business process outsourcing (BPO) as a simple cost play.
Business-Process-Services-Redefining-Business-Process-Outsourcing.pdf

Risky Business? Evaluating and managing risk in outsourcing
Mike Rebeiro and Radford Goodman of Norton Rose LLP review some of the key risks on outsourcing, and how businesses can address and manage such risks.
Risky_business_-_Evaluating_and_managing_risk_on_outsourcing.pdf

Transforming the customer experience in non-store Retail
With competition for consumer’s wallets seeming to increase daily, combined with the diminishing availability of credit, the high street remains a highly challenging environment in which to do business. To make matters worse, consumer expectations regarding the convergence between store, phone and web channels are at an all time high. Here, Vertex outlines how to address a number of issues which will not only transform the customer experience, but also result in increased operational efficiencies.
Transforming_customer_service_in_Retail.doc

Lift plus Transform - Hackett Enterprise Strategy
The strategic alternatives for business process globalization (BPG) range from “lifting and shifting” to “transforming and shifting.” Across the G&A functions the former scenario represents a total cost savings value of $116.2 million for a Fortune 500 company, whereas “transform and shift” delivers $182.2 million.
Lift_plus_Transform.pdf