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HOT TOPICS
- The Accelerator Conundrum
- The Startup Velocity Question
- Platform as a Service
- Man and Superman
- Web 3.0 = (4C + P + VS)
- The Future: End of Capitalism
- Capitalism 2.0
customer service
1Mby1M Deal Radar 2013: Freshdesk, Chennai, India
Freshdesk is a SaaS company that provides customer support software across multiple communication channels. The software combines a back-end helpdesk system used in ticketing and knowledge management with an online social customer portal on the front end. Within two years of its launch as a cost-effective alternative, in 2013 Freshdesk has crossed $1 million in
Outsourcing: Rick Ferry, COO of C3 (Part 1)
Customer service can make or break some businesses. Yet customer service is something that businesses often outsource to companies like C3. C3 handles customer communications for corporations that see customer service as one of the most important aspects of their businesses. C3’s leadership team has about 30 years of customer management experience between them. C3
Outsourcing: Manish Dugar, Senior VP And Global Head Of Wipro BPO (Part 3)
Sramana Mitra: What is the delivery model? I’m very interested in understanding more about Wipro’s rural BPO strategy. Manish Dugar: Sure. If we are to address the ever increasing appetite of the clients in terms of hospital, and if we are to ensure that we are tapping the talent at the right place, being only in these
Outsourcing: Manish Dugar, Senior VP And Global Head Of Wipro BPO (Part 2)
Sramana Mitra: I think your point about business process outsourcing to business functional sourcing is well taken, but you have mentioned different components of that. I would like to understand some of the trends that you see from your perspective. You talked about labor arbitrage, which was obviously the genesis of the industry. Wipro has been
Outsourcing: Manish Dugar, Senior VP And Global Head Of Wipro BPO (Part 1)
From its humble beginnings as a consumer products business in 1945, Wipro has become a global company that serves customers in IT, BPO and R&D. Although its headquarters remain in Bangalore, India, Wipro has expanded its service horizons to include, North America, Latin America, Europe and Asia.
Outsourcing: PV Kannan, CEO Of 24/7 (Part 7)
Sramana Mitra: Now, switching to the topic of entrepreneurship, you know this industry quite well. You have not just been 11 years with 24/7. You have also been in contact center technology for a much longer time. PV Kannan: Yes. SM: Would you point out some entrepreneurial opportunities for our audience? Around the world, entrepreneurship
Outsourcing: PV Kannan, CEO Of 24/7 (Part 6)
Sramana Mitra: This has been very insightful thus far. What other trends are you seeing in the outsourcing call centers? PV Kannan: Just to put it straight, we are not really in the pure outsourcing business. We don’t compete with the classic outsourcing companies on work. If someone says, I need 500 people in location
Outsourcing: PV Kannan, CEO Of 24/7 (Part 5)
Sramana Mitra: So, the work that you do in the Philippines is more cultural support than technical support. PV Kannan: That is exactly right, and it has to be individualized, because you don’t care about how the world solves it. It is about my problem and how are you, as my partner, are going to
