Affiliate Programs and Affiliate Reviews
As a result of having little to no visibility into business processes, many companies have turned to the integration capabilities of Business Process Management tools. In the Aberdeen Group benchmark report “BPM and Beyond: The Human Factor of Process Management,” Best-in-Class companies are working to build an information culture around BPM usage.
Good news for the economy: Small business outsourcing has gone mainstream thanks to the increased use of automation technology — computers, software and the Internet powering cost-efficient outside service provider teams. Bad news for outsourcing service providers: Small and mid-sized businesses are proving to be slow on the uptake.
These are, to cite the old Chinese curse, ‘interesting times’ for organizations seeking to outsource their contact center services and for business process outsourcers alike. That is because serving end-customers has never been more challenging. Today’s buyers are savvy, proactive, quality conscious but price-sharp, unimpressed with brands unless they consistently deliver, and whose loyalty is as good as their last interaction.
Cognizant Technology Solutions, rattled by the downturn in the U.S. economy, is expanding rapidly in emerging markets like China and India as it looks for relief, but the move may take a while to help the information technology services provider. “Investments being made in those geographies will start showing results two to three years from now,” said the company’s chief executive, Francisco D’Souza.
Service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. These executives are revising business processes and adopting technology solutions to better manage warranty workflow, enhance claims administration, reduce costs and implement a closed-loop analytic-driven warranty chain, Aberdeen found.