More call centre operators are changing their attitudes on having customer service representatives work from home, swayed by the reduced operating costs and increased productivity associated with a home-based agent design. Plus, technological advances have enabled home-based agents to communicate more effectively with customers. 18 Jul 2008

In the current gloomy economic conditions, businesses have to create the unique in-store experience to attract and retain customers and most importantly - get the biggest share of the customer's shrinking wallet, says Craig Cesman, CEO of audio branding experts DMX Music Africa. 15 Jul 2008

Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. 14 Jul 2008

The relatively new industry of Business Process Outsourcing and Offshoring (BPO&O) is expected to grow globally by 50% per annum over the next four years, generating a number of employment opportunities, Trade and Industry Minister Mandisi Mpahlwa said on Thursday, 10 July 2008. 11 Jul 2008

Ease of use and software simplicity have been mainstay messages in CRM for many years. I have watched as this messaging has alternated with financial benefits for a long time, and I am not sure if it's random alternation or if there might be economic undertones, but it seems like we're trading themes at the moment. 11 Jul 2008

Recruitment Process Outsourcing (RPO) is growing rapidly and has the potential to be a multi-billion dollar market, taking advantage of the trend towards single process deals in human resources outsourcing. 11 Jul 2008

The worldwide market for CRM software grew in 2007, according to a Gartner report. Emerging markets were a major factor in the increase, as were the popularity of Software as a Service offerings. The United States accounted for 53% of all CRM sales during the year. 9 Jul 2008