The Secret to Outsourcing Customer Care Operations Smartly

How do you outsource customer care operations to maintain high levels of customer satisfaction and retention? This is often the biggest question and/or tradeoff when executing an outsourcing strategy in...
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How To Achieve Multilingual Support: The Basics

Delivering support to employees who speak multiple languages is like changing a two-dimensional puzzle into a three-dimensional one: Everything is the same, but more complex. Typical IT support operations...
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Culture Matters: Soft Components Key To Outsourcing Success

Over the past several years, I’ve attended numerous conferences on offshore outsourcing. The presentations have tended to focus mostly on the “hard” components of establishing profitable...
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True-Life Tales: Outsourcing Problems

My firm sells complex software applications for training management and skill tracking to medium and large companies. Back in 2003 we decided it was time to refresh our technology from Visual Basic 5 and...
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Webcast: Working with India: What To Know before You Go

Click to view the archived webcast.Note: To view the Webcast, you’ll need to turn off pop-up blocker programs. Read questions and answers from the Webcast here.Read “Working with India: What...
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Why You Should Be Using Skype in Offshore Work

The statement, "We get a $10,000 phone bill every month just for communicating with our Indian office," used to be the common complaint from small to medium US companies with development centers...
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Working with India: What To Know before You Go

You’ve been in contact with several companies that are based in India. Now the time has come to make site visits and get to know the people at these service providers face to face on their own turf....
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