http://www.idc.com/research/simplesearchres.jsp?buck=Services%2FBusiness+Process+Outsourcing&keyword=&lcol=en&access_type=All&container_type=All&resperpage=10&sortby=scoreIDC research on Customer Care, Finance, Accounting, Human Resources, Logistics, Procurement and Small Business Outsourcingen-ushttp://cdn.idc.com/en_US/images/pageImg/idcLogoHome.jpghttp://www.idc.com/research/simplesearchres.jsp?buck=Services%2FBusiness+Process+Outsourcing&keyword=&lcol=en&access_type=All&container_type=All&resperpage=10&sortby=scorehttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=214736http://www.idc.com/getdoc.jsp?pid=23571113&containerId=214736This IDC study updates U.S. Home-Based Agent 2007–2011 Forecast: The Irony of Homeshoring's Rising Value Amid a U.S. Housing Bust (IDC #208501, September 2007). It is a forecast specific to outsourced home-based agents in the United States. It also examines particularly important trends that are impacting how customer care might best be delivered. "Over this past year, I've been writing about homeshoring more than ever before," said Stephen Loynd, global program manager for Contact Center Services at IDC. "I'm convinced that when it comes to outsourced customer care, by the time we emerge from a possibly severe global recession, homeshoring will have developed into a more formidable sibling to offshoring than many would have expected just a few years ago." Wed, 12 Nov 2008 00:00:00 ESThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=215052http://www.idc.com/getdoc.jsp?pid=23571113&containerId=215052This IDC Presentation focuses on how IT vendors of all stripes are talking about the new opportunity in cloud computing and cloud storage. Some are focused specifically on delivering solutions such as storage as a service, but the use of cloud-based storage is much broader. This presentation was given at Storage Networking World in Dallas, Texas, on October 15, 2008. It defines and forecasts cloud-based storage and puts it in the broader context of cloud computing. IDC also highlights the business requirements that will drive the adoption of cloud-based storage and examines the industries and companies that will build and use cloud-based storage. Mon, 10 Nov 2008 00:00:00 ESThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=214911http://www.idc.com/getdoc.jsp?pid=23571113&containerId=214911Abstract is unavailable. Fri, 24 Oct 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=MY222102Qhttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=MY222102QThis IDC study provides an outlook on various organizations' perspectives on IT service providers (ITSPs), the technology solutions and services offered, and the common drivers and inhibitors for engaging IT services. This study also provides a guideline for ITSP management executives in evaluating and analyzing their customers' needs, appraising themselves among other ITSPs, and assessing competitors' strategies in order to further propel in the services area. The improvements in the ITSPs' solution and service offerings indicate that these providers are becoming more customer centric and cost effective. They are consistently looking for potentials, and as such, leading to transferring some of their IT services to offshore locations. Many organizations also consider deploying security and management solutions. "Organizations are leveraging technologies and ITSPs' solution offerings in order to meet their IT services and further improve their businesses. Nowadays, organizations are looking for cost-effective and innovative IT solutions that can bring them more value," says Peter Hee, market analyst, Services, IDC Malaysia. Wed, 10 Sep 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=EI213975http://www.idc.com/getdoc.jsp?pid=23571113&containerId=EI213975This Energy Insights report summarizes the results of a utility IT executive study on how utilities are measuring business performance related to customer satisfaction and some information from Energy Insights' National Residential Panel Customer Satisfaction Survey, May 2008. It provides analysis of those results, along with guidance on technologies and trends to consider as utilities move forward with a focus on customer satisfaction. According to Karen Blackmore, research director of Energy Insights, "Our research on customer satisfaction provides chief information officers (CIOs) and their business peers in customer service and delivery with analysis of what and how metrics are being prepared and reported today. These metrics may be different from what is important to customers. The report presents strategic-level guidance that provides insights into what utilities should be doing to improve their customer satisfaction metrics and build them into the company's business performance management plan." Tue, 09 Sep 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=Q78Qhttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=Q78QThis study updates IDC's IT services market forecast for Western Europe published in April 2008. It highlights the changes and provides a detailed breakdown of the 2007 to 2012 market forecasts by foundation market and by country. This document updates the study Western European IT Services Market 2007 and Forecast 2008–2012 (IDC #Q01Q, April 2008) Sun, 07 Sep 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=fr2008_08_21_150538http://www.idc.com/getdoc.jsp?pid=23571113&containerId=fr2008_08_21_150538Fri, 29 Aug 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=213892http://www.idc.com/getdoc.jsp?pid=23571113&containerId=213892This IDC Flash looks at the impending launch of StarTek's new contact center in the Philippines, placing the move in the context of relevant developments in the region. Thu, 21 Aug 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=213770http://www.idc.com/getdoc.jsp?pid=23571113&containerId=213770This IDC Flash looks at recent developments in the contact center services space during the summer of 2008: the acquisition of Stream by Global BPO Services and the acquisition of PeopleSupport Inc. by Aegis Communications. Wed, 06 Aug 2008 00:00:00 EDThttp://www.idc.com/getdoc.jsp?pid=23571113&containerId=213616http://www.idc.com/getdoc.jsp?pid=23571113&containerId=213616This IDC Insight explores extending crowdsourcing further to actually staff projects more formally, a practice IDC calls crowdstaffing. Crowdsourcing has been used effectively in a number of areas to often solve a unique or finite business problem. For example, the Canadian gold mining group Goldcorp made geological survey data on its Ontario property available to the public over the Internet and offered a $575,000 prize to anyone who could analyze the data and suggest places where gold could be found. They went on to successfully locate a $3 billion yield. Mon, 04 Aug 2008 00:00:00 EDT