Competition does not only fuel product development. Significant changes and progress in customer care operations have subsequently been encouraged by companies’ adoption of a unique set of techniques for handling customer problems. Corporations have realized the importance of ensuring a satisfactory customer experience. Great customer service can translate to better sales, and customer retention and loyalty can be managed more effectively if organizations begin implementing and introducing methods that enhance relationship with the consumers.
Various technologies have been disrupting traditional market dynamics. Customer care’s landscape has been affected considerably by the widespread use of innovative systems and strategies. If companies refuse to transition to a more robust setup, failing to address emerging consumer demands, they are throwing away an opportunity to establish a formidable market presence.
Streamlining customer communications is just as important as using all the available technology. Without a clear structure of communication lines for customer support and relations, improvements won’t be properly executed. Email, chat, social media sites, and other tech channels should have an integrated feel to them so that customers can both have a wide range of choices and a reliable platform of solutions.
Businesses should start investing in data processing software that can be utilized in key aspects of customer care operations like management of customer relationship and big data analytics to be able to understand various customer experience patterns. This can provide the company an edge when it comes to anticipating clients’ needs.
Eddie O’Brien is the CEO of the Americas at Arvato Bertelsmann, overseeing the multibillion-dollar BPO services provider’s operations in the U.S., Canada, and Latin America. Prior to his current designation, he had worked for Microsoft. His most recent position had been Vice President World Wide Operator Channel, which he held from 2011 to 2014. To learn more about his professional work, visit this page.
Decades ago, companies were particular about who runs their business. There’s always an in-house accountant or payroll staff, sales manager,or even an IT personnel.Even if the company does not specialize in accounting or IT,such processes,no matter how inefficient, are kept in-house.
But a few years ago, outsourcing has become a trend. Many big and small companies are outsourcing some of their major functions to efficient service providers. Outsourcing is the strategic use of resources (or workers) outside the company to perform tasks that previously handled by internal staff. Outsourcing has become routine part of operations in certain industries, and a lot of companies benefit from outsourcing their services. Here’s why companies choose to outsource.
Better industry focus
Companies can focus on their core businesses when they outsource. Many companies fail because their workers are distracted from improving main products and services by administrative tasks. By outsourcing services (e.g. IT, accounting, sales, recruitment), companies can leave the job to the specialists while they remain focused at work.
Outsourcing is cost-efficient because companies will only have to pay the service provider as they do work. Having in-house staff members can be expensive, as they will have to be paid even if there’s not much work to do.
Outsourcing agencies specialize in what they have to offer. They can can handle complicated services without disrupting the host company’s operations. Eddie O’Brien is a certified public accountant, currently serving as the CEO of the Americas at Arvato Bertelsmann. Visit this page to learn more about his professional work and other similar reads.
Being a certified public accountant has many benefits, the least of which is that the skills acquired that are useful in everyday life. That said, many people are still unaware of the many reasons being a CPA is worth all the training and education.
Part of a select group: CPAs are treated differently than any other profession. This profession is known for its high-intensity courses; many people do not follow their educational track. Thus, those who do complete their training are held in great esteem. This plays a huge advantage when looking for a career. A proficient accountant usually has his or her leg up in many business and financial situations.
It is useful: As mentioned earlier, accounting is an essential skill. A lot of daily activities involve some form of basic accounting. This helps with maintaining a good credit score and managing one’s daily budget. The implications of these are astounding; those seeking for loans or any government assistance will find that a general knowledge of accounting is critical.
It is applicable: Practically all industries require an accountant. One can apply his or her skills in various markets. This means that there is never-ending growth in this career path. No task is ever the same and accountants get to interact with different types of people as he or she chooses. Those who are more extroverted can find new ways to learn other subjects while still doing their accounting tasks.
Accounting is a highly useful and essential skill. Those interested in a secure profession should consider this path.
A certified public accountant, Edmund O’Brien is the CEO of the Americas at Arvato Bertelsmann. For more on him, follow this Facebook page.
Outsourcing is defined as sending job functions to an outside party instead of completing them internally. When a company is unable to manage everyday transactions efficiently or reach the target quota, it might be helpful to consider outsourcing.
In 2011, the United States Commerce Department reported that approximately 31 million U.S. employees of multinational companies work abroad. This number continues to rise as the fastest growing markets are outside the U.S.
Companies resort to outsourcing primarily as a cost-cutting measure, but it has advantages that go beyond this. A study conducted by Bain & Co. reports that the leading companies (out of the 2,000 companies that they have studied) use outsourcing in more strategic and innovative ways compared to the companies that do not have sustained and profitable growth.
Eighty-five percent of the leading companies utilize capability sourcing, outsourcing, and offshoring to improve client satisfaction, hone world-class talent, and bring fresh ideas and new products to the market faster for a thriving business.
Insufficient talent can be one of the factors that impede an emerging market’s growth. One way to solve the shortage is tapping into global talent. Aside from saving costs, this will cultivate fresh and skillful employees that can deliver positive results for the business.
Tapping global talent also widens market opportunities. A brilliant demonstration of this is AstraZeneca’s offshoring partnership with Chinese companies and universities, which eventually made it the largest pharmaceutical multinational firm in the industry of Chinese prescription drugs.
External collaboration can also lead to faster production, which subsequently increases revenue, especially among companies with in-demand products and services. Handing off work to the right set of people will also help in-house employees devote their time on strengthening the companies’ core competencies by setting and achieving new goals.
Technology is changing the world at an exponential rate. Numerous advances have been brought to a wide range of disciplines, such as medicine and business, allowing for a drastic change in the way organizations work or how people solve problems.
While such shift has generally been welcome, there are fears that the accelerated pace of technological advancements could lead the replacement of professionals, such as accountants, by machines. Experts argue, however, that such a scenario remains remote.
These fears have been popping up for decades. What happened, however, was that technology only made the life of the accountants easier, as it removed laborious processes. With all the freed up time that accountants have on their hands, they could now branch out and enter into different fields such as giving out financial advice and providing counsel to businesses. This resulted in the unprecedented increase in the professionals’ commercial value.
The automation of tasks is still rapidly becoming more diverse and abundant, yet this is actually an opportunity and not a threat to the many accountants around the world. With the proper mindset, accountants will arrive at ways to make technology work for them and not the other way around.
Eddie O’ Brien is a certified public accountant (CPA) and the current the CEO of the Americas at Arvato Bertelsmann, a multibillion-dollar business that delivers a host of BPO-related services. He once served on executive positions at Microsoft. For more information on his career, click here.
Every company operates on some form of supply chain and logistics command. These nodes of communication are how companies interact with their businesses in the most expedient and efficient manner. As a business grows, so do the nodes that it connects. Global companies understand the importance of maintaining a superior supply chain web. Maintenance steps differ depending on the company and the industry involved yet financial experts all agree on the importance of optimizing digital technology in a logistics operation.
The reason is simple: consolidation and efficiency. The advent of technology has allowed globalization to occur at a rapid pace. Geography is no longer a limitation when it comes to interaction. This has several major implications. One of the more important ones is that every country, in theory, has access to the same technology and goods and services.
For example, a medication or vaccine may be used in another country. For that particular medicine to reach another country, there are a few steps and processes to undertake. This involves logistics. Certain medications require specific handling; some need to be at a set temperature or be used within a number of days, etc. Digital technology allows companies to deliver that medicine on time. Furthermore, the technology allows for real-time checks. This means that companies can utilize contingency plans on the spot and ensure quality.
This type of delivery insurance has led many global companies to seek the assistance of many IT and cloud solutions companies. The initial expense may seem daunting, but the overall long-term success is priceless.
Edmund O’Brien is currently the CEO of Arvato and is known in the technology industry as an expert in IT and cloud solutions, among others. Learn more by visiting this LinkedIn page.
These days, businesses large and small are depending on cloud computing to ease the daily workload. The adoption of cloud computing is a task that needs strategizing, and the transition is not as simple. Data transmittal, software changes, employee orientations, and adjustment to the new process may take time but going for this change will be worth it in the long run in terms of improving efficiency and the bottom line.
Part of the preparation is research. The company must be aware of all the implications of moving to the cloud. If possible, the company should involve the staff in listing crucial tasks during transition. After gathering and disseminating the primary information, the next step is to take action.
Once the move has been finalized, all the data to be transferred to the cloud must be prepared. Companies should take care to create backup in case of a crash or other technical problems. All computers should also be equipped with the new software and with a reliable connection for smoother operations. Finally, the adoption of the technology requires new policies encouraging compliance with the new system.
A change like this may take some getting used to. With expert planning and preparation, the new structure will be beneficial for everyone in the business. Doing most of the daily tasks through cloud computing is becoming common practice in many businesses. It’s the new normal in the workplace, and enterprises that have not made the move should ponder the good reasons for catching up.
Eddie O’Brien is currently serving as a regional CEO of Arvato Bertelsmann’s operation in the Americas. He has held executive positions in Arvato partner Microsoft from 1999-2014. Follow this LinkedIn profile for further updates on cloud computing.