Many Web properties are looking for ways to increase brand value, ecommerce success, or both. This has led to an interest in what is known as “customer stickiness.” On the Web, customer stickiness is the tendency for site users to Continue Reading »
China for IT Outsourcing
I recently led an Info-Tech Research Group study that reviewed the key low-cost Asian destinations of China, India, and the Philippines for IT Outsourcing services like helpdesk and application/Web development and maintenance. The study included in-depth interviews with clients and Continue Reading »
India for Outsourced IT Services
I recently led an Info-Tech Research Group study that reviewed the key low-cost Asian destinations of China, India, and the Philippines for IT Outsourcing services like helpdesk and application/Web development and maintenance. The study included in-depth interviews with clients and Continue Reading »
How Is an iPod Similar to a Contact Center?
During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call Continue Reading »
Philippines for IT Outsourcing
At the bottom of this post, there is an update for 2012, and a full version of the report on which this post is based is available as free download from this blog’s sponsor [1]. I recently led an Info-Tech Continue Reading »