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Title Date Added Company

Webcast: Delivering Operational Success for Healthcare with IBM Information Integration Solutions 2006-09-06 12:30:06 IBM

As a leader in helping healthcare companies move closer to their goal of becoming real-time patient-centric organizations, IBM Information Integration Solutions is providing focus on optimization and delivery of patient information where integration technology is a major enabler. View this on-demand webcast to hear Wes Rishel, Managing Vice President, Gartner Group and IBM subject matter expert Helen Gurevich discuss how IBM can address the business and technical issues around the unique identification of patient/provider/subscriber/policy holder from a transactional data content standpoint as well as emphasize the value of a "Single Version of Truth." The results of IBM's recent survey on organizations' current strategies around NPI, Single View of a Patient, EHR, and RHIO will also be shared.

BPO 2.0: The Road to Contact Center Innovation 2006-09-01 01:00:13 eGain Communications

The basic premise of Business Process Outsourcing (BPO) is that companies focus on their core competency and move their non-core business processes to outsource providers allowing for optimal use of a company's time and resources. BPO has grown immensely in the last decade - the list of functions being outsourced has expanded from traditional call centers to include back-office or middle-office functions such as purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, and pay roll. This paper describes how leading companies are using BPO to drive innovation and do more with less in the contact center.

Fleet Synergy Tracks Leads and Customers Across 25 Partners in 35 Countries 2006-07-11 01:43:15 Salesforce.com

Fleet Synergy International is the world's largest motor fleet management alliance. Headquartered in Brussels, Fleet Synergy required a CRM (Customer Relationship Management) system that would help it manage customer leads and opportunities across its multicountry, multipartner operations. It was critical to have a central resource that could analyse, manage, and track the sales process globally. Fleet Synergy examined all the major CRM solutions available, from Siebel and PeopleSoft to ACT! and GoldMine. Criteria included swift implementation; fully outsourced management of maintenance, support, and training; ease of use; and low cost. After a 30-day free trial, the company realised Salesforce best met its criteria at the most competitive cost.

NICE Systems Case Study: The Faneuil Group 2006-07-11 00:55:40 NICE Systems

The Faneuil Group is a full-service, outsourced provider of multichannel customer contact services. Faneuil Group's service center serves a variety of contact types, including order processing and fulfillment as well as inbound and outbound calls. During its first five years, the center faced customer access challenges and struggled to maintain outstanding service levels for its Verizon clientele. While overall annual service levels of calls handled within 20 seconds remained between 85% and 90%, the center provided inconsistent service during peak periods. TotalView Workforce Management's long-term forecasting tools helped the company's Toll Billing & Inquiry Center accurately identify peak day and average staffing requirements.

NICE Systems Case Study: Vertex Data Science 2006-07-11 00:57:48 NICE Systems

With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.com Vertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites using the TotalView system, spreadsheets and a cumbersome workforce management system fell short in achieving their goals. To help improve efficiency in their centres Vertex selected 'TotalView' workforce management software to consolidate agent management across sites.

In the spotlight: The human side of business continuity planning 2006-07-01 IBM

IBM's new white paper, "In the spotlight: The human side of business continuity planning," outlines issues and risks related to human capital resiliency that could arise in any crisis, and provides a comprehensive framework for addressing them. The paper offers key insights to all business leaders, but should be of particular interest to CIOs, who are often the drivers of business continuity planning and related risk management initiatives.

The Benefits of Combining Business-Process Outsourcing and Service-Oriented Architecture 2006-08-26 01:00:10 Hewlett-Packard

Recently, companies have started looking to Business-Process Outsourcing (BPO) providers to help them achieve visibility into their global business operations and reduce their costs. Leading-edge BPO providers such as HP are stepping in to bridge the gap between services and technology. In some cases, they are now providing not only traditional BPO services, but also the underlying tools and technology to deliver seamless global processing through the use of a Service-Oriented Architecture (SOA). This paper examines the exciting opportunities created by the use of the service-oriented architecture as it relates to BPO. It also discusses the key business benefits that can be achieved through outsourcing to a provider that offers SOA-based solutions, such as HP.

Constructing Service Machines - Global Sourcing of Knowledge-Intensive Services 2006-12-13 01:00:24 Helsinki University of Technology

Outsourcing highlights the need for explication and conceptualization of the relationship between the parties involved. Within the Service Sciences, Management and Engineering -framework service production systems can be studied as Service Machines. The machine -metaphor focuses research on the contractual constructions that link together various productive resources and capabilities and their evolution over contract generations. Essential attributes of the Service Machine are the tenacity of its incentive structure and the amount of friction created by transaction costs and administration. This paper outlines a research project on the management of the sourcing of knowledge intensive services.

Taking Control of Your Business: Growing Profitably in the Professional Services Market 2006-12-22 01:00:22 SAP

Nowadays professional services climate is unforgiving. Margins are down, customer expectations up. In this environment, a professional services organization must keep a tight rein on all aspects of its business. How can a professional services firm grow profitably while providing clients with the higher-quality service and rock-bottom project pricing they demand? The firm must rely on leading best-practice solutions to gain control over every aspect of its business - from business development to resource planning to client billing. This paper details how professional services firms can grow and thrive in a difficult market by enhancing project visibility, maximizing resource utilization, improving operational efficiency, and successfully acquiring more customers.

Call Center Outsourcing: Coordinating Staffing Level and Service Quality 2006-07-11 01:28:54 Boston University

This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The authors model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the author model the call center's service quality by the percentage of calls resolved (revenue realized). The call center makes two strategic decisions: how many agents to have and how much effort to exert to achieve service quality. The authors are interested in the contracts the user company can use to induce the call center to both staff and exert effort at levels that are optimal for the outsourcing supply chain (i.e., chain coordination).

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Title	Date Added	Company
Webcast: Delivering Operational Success for Healthcare with IBM Information Integration Solutions	2006-09-06 12:30:06	IBM
As a leader in helping healthcare companies move closer to their goal of becoming real-time patient-centric organizations, IBM Information Integration Solutions is providing focus on optimization and delivery of patient information where integration technology is a major enabler. View this on-demand webcast to hear Wes Rishel, Managing Vice President, Gartner Group and IBM subject matter expert Helen Gurevich discuss how IBM can address the business and technical issues around the unique identification of patient/provider/subscriber/policy holder from a transactional data content standpoint as well as emphasize the value of a "Single Version of Truth." The results of IBM's recent survey on organizations' current strategies around NPI, Single View of a Patient, EHR, and RHIO will also be shared.
BPO 2.0: The Road to Contact Center Innovation	2006-09-01 01:00:13	eGain Communications
The basic premise of Business Process Outsourcing (BPO) is that companies focus on their core competency and move their non-core business processes to outsource providers allowing for optimal use of a company's time and resources. BPO has grown immensely in the last decade - the list of functions being outsourced has expanded from traditional call centers to include back-office or middle-office functions such as purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, and pay roll. This paper describes how leading companies are using BPO to drive innovation and do more with less in the contact center.
Fleet Synergy Tracks Leads and Customers Across 25 Partners in 35 Countries	2006-07-11 01:43:15	Salesforce.com
Fleet Synergy International is the world's largest motor fleet management alliance. Headquartered in Brussels, Fleet Synergy required a CRM (Customer Relationship Management) system that would help it manage customer leads and opportunities across its multicountry, multipartner operations. It was critical to have a central resource that could analyse, manage, and track the sales process globally. Fleet Synergy examined all the major CRM solutions available, from Siebel and PeopleSoft to ACT! and GoldMine. Criteria included swift implementation; fully outsourced management of maintenance, support, and training; ease of use; and low cost. After a 30-day free trial, the company realised Salesforce best met its criteria at the most competitive cost.
NICE Systems Case Study: The Faneuil Group	2006-07-11 00:55:40	NICE Systems
The Faneuil Group is a full-service, outsourced provider of multichannel customer contact services. Faneuil Group's service center serves a variety of contact types, including order processing and fulfillment as well as inbound and outbound calls. During its first five years, the center faced customer access challenges and struggled to maintain outstanding service levels for its Verizon clientele. While overall annual service levels of calls handled within 20 seconds remained between 85% and 90%, the center provided inconsistent service during peak periods. TotalView Workforce Management's long-term forecasting tools helped the company's Toll Billing & Inquiry Center accurately identify peak day and average staffing requirements.
NICE Systems Case Study: Vertex Data Science	2006-07-11 00:57:48	NICE Systems
With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.com Vertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites using the TotalView system, spreadsheets and a cumbersome workforce management system fell short in achieving their goals. To help improve efficiency in their centres Vertex selected 'TotalView' workforce management software to consolidate agent management across sites.
In the spotlight: The human side of business continuity planning	2006-07-01	IBM
IBM's new white paper, "In the spotlight: The human side of business continuity planning," outlines issues and risks related to human capital resiliency that could arise in any crisis, and provides a comprehensive framework for addressing them. The paper offers key insights to all business leaders, but should be of particular interest to CIOs, who are often the drivers of business continuity planning and related risk management initiatives.
The Benefits of Combining Business-Process Outsourcing and Service-Oriented Architecture	2006-08-26 01:00:10	Hewlett-Packard
Recently, companies have started looking to Business-Process Outsourcing (BPO) providers to help them achieve visibility into their global business operations and reduce their costs. Leading-edge BPO providers such as HP are stepping in to bridge the gap between services and technology. In some cases, they are now providing not only traditional BPO services, but also the underlying tools and technology to deliver seamless global processing through the use of a Service-Oriented Architecture (SOA). This paper examines the exciting opportunities created by the use of the service-oriented architecture as it relates to BPO. It also discusses the key business benefits that can be achieved through outsourcing to a provider that offers SOA-based solutions, such as HP.
Constructing Service Machines - Global Sourcing of Knowledge-Intensive Services	2006-12-13 01:00:24	Helsinki University of Technology
Outsourcing highlights the need for explication and conceptualization of the relationship between the parties involved. Within the Service Sciences, Management and Engineering -framework service production systems can be studied as Service Machines. The machine -metaphor focuses research on the contractual constructions that link together various productive resources and capabilities and their evolution over contract generations. Essential attributes of the Service Machine are the tenacity of its incentive structure and the amount of friction created by transaction costs and administration. This paper outlines a research project on the management of the sourcing of knowledge intensive services.
Taking Control of Your Business: Growing Profitably in the Professional Services Market	2006-12-22 01:00:22	SAP
Nowadays professional services climate is unforgiving. Margins are down, customer expectations up. In this environment, a professional services organization must keep a tight rein on all aspects of its business. How can a professional services firm grow profitably while providing clients with the higher-quality service and rock-bottom project pricing they demand? The firm must rely on leading best-practice solutions to gain control over every aspect of its business - from business development to resource planning to client billing. This paper details how professional services firms can grow and thrive in a difficult market by enhancing project visibility, maximizing resource utilization, improving operational efficiency, and successfully acquiring more customers.
Call Center Outsourcing: Coordinating Staffing Level and Service Quality	2006-07-11 01:28:54	Boston University
This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The authors model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the author model the call center's service quality by the percentage of calls resolved (revenue realized). The call center makes two strategic decisions: how many agents to have and how much effort to exert to achieve service quality. The authors are interested in the contracts the user company can use to induce the call center to both staff and exert effort at levels that are optimal for the outsourcing supply chain (i.e., chain coordination).