offshore outsourcing dings customer satisfaction Resources

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Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok: Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore okBy the same token......who are the "customers" of the "back office" people? Yeah, the CSRs. You keep them in house but outsource the "back office", and all you've accomplished is a slight shift of the dissatisfaction - your...; Tags: Operational accounting, Strategy, back-office, outsourcing, Offshore outsourcing dings customer satisfaction, back-office offshore, offshore outsourcing, information technology; Discussion threads 2008-07-07

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Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok: 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 operations has a limited impact. The working paper, conducted by the University of Michigan as well as Nasscom,...; Tags: Offshore, Customer Service, Offshore Outsourcing, Customer Satisfaction, Back-office, Offshoring, Outsourcing, Product Marketing, Operational Accounting, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Finance, Enterprise Software, Software, Larry Dignan; Blog posts 2008-07-07

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