Outsourcing plays a significant part in the global economy today despite the fact that it was both an entirely new concept and virtually unheard of ten years ago. In fact, key research firm Gartner ...

Collaboration in business is escalating faster than ever. Seeking help from third parties is now a very common strategy that companies use to scale up their business and pursue new opportunities in ...

Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...

As your business grows, so too will the customer support tickets, making it critically important that you scale your support team alongside your customer or order growth. Why? Because customer service ...

Anyone who has exchanged stories about atrocious technical support calls will no doubt be aware of the horror stories that come from people who were shunted to a foreign call center where a person ...

The Halting International Relocation of Employment Act (HIRE Act), introduced by Republican Senator Bernie Moreno of Ohio, ...

Your clients might not demand 24/7 customer service yet, but they’re certainly hoping for it. But how can a startup with a lean staff provide round-the-clock customer care? There are several options ...

It’s 8 p.m., and you find yourself chained to your desk, drowning in a sea of customer queries. If that sounds all too familiar, you’re not alone–I’ve been there myself, as have many other ...

Forbes contributors publish independent expert analyses and insights. I share my thoughts on emerging technology & entrepreneurship. The mention of “outsourcing” in customer service brings up an image ...

In 2013, TOMS made a terrible mistake: We outsourced Customer Service. Like the Portland Trailblazers selecting Sam Bowie in the 1984 NBA draft, TOMS’ outsourcing decision might have turned out well.

A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office ...