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  Feature Articles

Excellent customer service stories quickly go viral (See: Samsung's Galaxy S III cartoon dragon) and they are stories everyone loves to hear. Unfortunately, the same goes for negative customer experiences. The customer experience should be a top priority for businesses of all industries – creating a loyal customer base means providing superior quality and differentiation from your competition.

StoneRiver, a company that provides technology solutions and services to insurance carriers, agents and broker-dealers, recently announced that its subsidiary, National Flood Services, is all set to acquire the flood insurance business process outsourcing (Flood BPO) unit of CSC.

Ann Michaels and Associates, a customer experience management firm, is planning to unveil the Customer Engagement Console (CEC) and Mobile Feedback programs at the upcoming National Restaurant Show. The new services are designed to equip customers with engaging experiences.

Optum unveiled a portfolio of technology-enabled business process outsourcing services that were designed to help healthcare payers enhance their core administrative operations, and adapt to market changes cost effectively.

In the face of rising competition from neighboring Asian countries, especially Philippines, the Malaysian BPO industry has identified a need for adopting an improvement-focused strategy. Accordingly, The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) has brought on COPC Inc, a Texas-based international customer service consulting firm for consultations. The COPC recommendations are expected to equip the country with an improved BPO structure and framework and with that the country hopes to reinforce its position in the Asian BPO space.

Tulsa, OK- Call-center based company Alorica has just added 75 new jobs at its south Tulsa office in the Cityplex towers. This hiring cycle is to augment the 300 employees already working there.

Accenture, a global management consulting, technology services and outsourcing company recently entered into a business process outsourcing agreement with SSAB, a major Swedish steel manufacturer.

In just the first year of a five-year deal, BT and Standard Life recently won the 'Outsourcing Partnership of the Year' award. BT was contracted by Standard Life via a five-year outsourcing deal to manage its communications infrastructure and the agreement included the delivery and management of a BT Connect Local Area Network (LAN) and Wide Area Network (WAN). It also covered IP Telephony, contact centers, Contract Management, Service Management and the transition of the infrastructure to BT's IP Connect network.