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common mistakes

Help Desk – 5 Common Mistakes You Should Avoid

A tectonic shift is re-shaping the face of business worldwide and you may need to explore it to grow your business. Small-to-medium size businesses (SMB) are using technology to become global forces. If you’re looking to become a global force too, a proven strategy that will help is contracting support. Contracting Support Can Help It can transform your business, create a dynamic competitive advantage, and level the playing field—all while cutting costs. What’s not to like? But call center outsourcing can be a challenge if you’re new to it. To launch an effective project you need to avoid crippling common […]

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Offshore Projects

6 Essential Metrics To Measure Your Offshore Projects

Measure Your Offshore Projects. "If  You can’t manage what you can’t measure.” It’s an old saying. But it’s true—especially when it comes to offshore call center & tech support measure your offshore projects. If you want to gauge the full impact of offshoring a tech support function, for example, you must be able to measures its progress. Otherwise, it’s all for naught. Some managers gauge progress based on just one set of numbers: their SLA metrics. This is a necessary effort. But savvy managers also gauge projects based on process enhancement—an equally telling set of criteria. Combing these assessments reveals [...]
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managed projects

How To Set Goals For Your Managed Projects

How do you define managed projects success at your company? If you said it’s completing projects on time and on budget, you’re wrong. And it could be costing your business hundreds of thousand of dollars. Successful projects deliver tangible business results like reducing corporate costs by 10% or boosting revenues by 15%. As the manager, you might not think it’s your job to tie projects into business results. But it is. And the best way of doing this is by setting the right project goals—goals designed to generate tangible business benefits. Below is a 6-step process that can help you […]

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Offshore Technical Support

15 Surprising Companies That Offshore Technical Support

History of the offshore technical support industry is instructive. It started out fairly well, cooled a bit around 2009, and picked up steam subsequently. Now, the industry is entering a new phase—one in which more and more businesses are reaping its benefits. Companies That Offshore Technical Support In India The numbers bear this out: 1. IDC expects the BPO marketplace to grow at a five year CAGR of $5.7% reaching $209.4 billion in 2017. 2. The U.S. market is expected to grow at a five year CAGR of 4.3%, reaching $97.5 billion in 2017. That’s great news. But some managers [...]
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