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Self-service versus outsourcing

Posted by editors itwnet     May 10, 2006     8 views    
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"Self-service and outsourcing are in a number of ways two answers to the same problem," according to Allen Bonde and Alan Winters in the newsletter of the Service & Support Professional Association.

As customer service organizations continue to look at ways to reduce operational costs, drive greater productivity and enable users to help themselves, a growing number have made adoption of customer self-service a key priority. At the same time, in terms of cost reduction, the economics of outsourcing ? whether offshore or nearshore ? remains compelling, especially in geographies such as India and the Philippines, where labor costs remain significantly lower than in the US, Europe or even parts of Asia such as Korea.

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