Thanks to reductions in telecommunications costs and advances in information technology, many companies have expressed a significant interest in relocating a number of business processes to lower wage countries. This interest has fueled the growth of both captive and outsourced processing and customer contact centers in emerging economies. However, this migration presents both opportunities and unique challenges. To understand these challenges, IBM interviewed a range of operations and HR executives and line managers in Global 1000 companies, business process outsourcers in emerging economies and leading academics about the HR challenges of operating globally distributed back-office and customer contact centers.
Did you find this white paper useful?
22 out of 50 users found this white paper useful
Related white papers
TechRepublic Resource Guide: How well are you meeting your customers needs?
To ensure that your relationship with clients doesn't go from content to contentious, it's worthwhile to periodically determine how well your firm is meeting their needs. This TechRepublic Resource Guide...
Ventura Expands Service Management With HEAT
Ventura provides outsourced customer contact centre services. As Ventura has matured the software has grown with it, and it is providing a solid foundation as the company moves towards ITIL...
July 10th: Just MASH Marketing: The Customer Reference Mashup
Your business is booming. You have a long list of happy customers...but don't know if you have the most current story. Register for and attend this Serena Webinar on...
Managing and Securing Your Headset Investment
Contact centers make significant capital investments in headsets for their agents. For many of these contact centers, tracking and securing this investment remains a problematic process, with many procedural gaps...
Accucard Profits From CRM With KANA and IBM Infrastructure
For start-up companies today, rapid growth is not enough. The key is to have a strategy for rapid profitability. In the case of Accucard, the U.K.'s first independent credit card...
The Business of Online Support - Achieving Your Competitive Support Advantage
Today's enterprises are increasingly turning to real time web-enabled technology as the primary means to reduce support costs and increase customer satisfaction. This white paper explores how the optimum web...
mySAP™ CRM for the Consumer Products Industry
Today's business environment is characterized by fragmenting markets, diversifying product and service offerings, and wised-up, demanding consumers. Matching products to customers in this landscape can be a real challenge....
