Latest White Paper Feed

Six Simple Steps to Improve Service Quality and Reduce Costs

OSF GLOBAL Services Inc. - IT Outsourcing and Infrastructure Solutions - EN — Thu, 17 Dec 2009 08:08:29 -0500

This paper discusses Service Delivery Best Practices, explains what Service Management is, and how a strong service delivery QA process can help you meet business needs and deliver real business value. Benefits from improved Service Management include greater IT staff efficiency, improved service delivery to the business, less risk, and lower costs.

Choosing the CRM implementation partner for your call center

OSF GLOBAL Services Inc. - IT Outsourcing and Infrastructure Solutions - EN — Fri, 17 Jul 2009 03:20:00 -0400

In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with the Sales Force Automation (SFA), are among the most common functionalities of a Customer Relationship Management (CRM) solution. Very often, the call center runs using an Automated Call Distribution (ACD) solution without integrating it with a CRM solution. The growing number of call centers on numerous market verticals proves that call centers have become more complex, with a more diverse customer base and with particular needs regarding customer management as well as with multiple products and multiple marketing channels to manage.

Integration is also important, as a call center solution needs to bind together multiple systems such as ACD, CRM, Financials, and other business specific systems.

This white paper aims to provide you with answers on how to choose the best CRM implementation provider for your call center, what the main functions of a good CRM for call centers are, and what benefits your business will derive from integrating its call center with a CRM solution.

IT Outsourcing, the new "it" for start-ups

OSF GLOBAL Services Inc. - IT Outsourcing and Infrastructure Solutions - EN — Tue, 19 May 2009 09:46:59 -0400

Today, 95% of the Fortune 1,000 companies have adopted offshore service outsourcing strategies. A recent survey suggests that global expenditure on service outsourcing totaled US $120 billion. But what are small businesses doing?

Outsourcing is by definition the greatest economic resource for startup companies. It’s basically designed to help them run their business to the fullest, especially in the beginning years, when profit is nowhere to be found and expenses are required.