Outsourcing contact centers: internal branding challenges and consequences

Nurses and Coronavirus: Challenges and Consequences

Despite the unprecedented mobilization of people and resources to confront the COVID-19 Phenomenon, the identification and treatment of ever-increasing number of patients has put the health systems of many countries under an unprecedented pressure beyond their capacity. On the frontline of this battle, the employees of the health systems, especially nurses are among the people who have been imp...

Internal Branding: Exploring the employees' perspective

IT Outsourcing: Impacts and Challenges

This chapter provides both practitioner and academic insights into outsourcing. It begins with a review of the literature and practice of outsourcing, followed by a retrospect of its developments since the 1960s, up to present-day emergent trends such as best/smart-sourcing, rural-sourcing and business application grids. Recent legal developments are highlighted, along with their corresponding ...

Logistics Outsourcing and 3PL Challenges

Logistics has been an important part of every economy and every business entity. The worldwide trend in globalization has led to many companies outsourcing their logistics function to Third-Party Logistics (3PL) companies, so as to focus on their core competencies. This paper attempts to broadly identify and categorize the challenges faced by 3PL companies and discover potential gaps for future...

Internal relocation of Contact Centers and its impact on customer relationship

Contact centers are increasingly assuming a role in the relationship among organizations and customers. This is a sector that has a considerable growth around the world pushed by the telecommunication deregulation and by the need to improve interaction with customers. This phenomenon is amplified by the competitiveness between organizations. In recent years the Portuguese centers have moved int...