Thought Leadership
Business insights and innovations

• Is Social Media the Key to Excellent Customer Service?
  Social media has become a catalyst for fresh thinking on how companies can improve customer service in the digital age. However, effectively implementing social media has been a challenge...
• Teleservices in Tough Times
  Tough economic times challenge businesses to devise strategies that deliver tangible financial results – often within a very short time period...
• B2B Teleservices: Six Steps to Success
  Do more with less. Cut your marketing budgets for the second half of the year. Hit your revenue targets. These are the daunting challenges...
• ThinSourcing: A New Way for Businesses to Operate
  Over the past 20 years, a lively discussion has taken place about the merits – and demerits – of outsourcing. Driven by the desire to reduce costs and focus on core business imperatives
• Creating Cost Effective Customer Care
  The truth is that designing and delivering a customer care program is a balancing act. On one side of the scale is the level of service to be offered...
• Information Security Standards: The 10 Keys to Protecting your Network
  Today, information is a crucial asset for virtually every business. For competitive, operational and compliance reasons, extraordinary steps must be taken to securely protect it from being compromised...
• Keeping up with Compliance
  As I attend trade shows across the country, I find that many people get nervous when the conversation turns to compliance...
• Scoring Sales Success with Database Modeling
  All names are not the same. That’s the basic truth underlying successful customer acquisition campaigns. Yet many marketers today overlook this fact when they embark on a telemarketing program...