| Adapt and Thrive: How John Brennan constantly adapts ICT Group to take advantage of a changing marketplace Kristen Hampshire Surviving in a modern marketplace is no easy task, especially when your business focuses on serving others. Changing customer needs, regulatory issues, labor costs, evolving technology, and completitive pressure all can work against your chances for success. more... |
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| Say What You Mean: Speech Recognition Comes of Age Chuck Raudonis Touch-tone response has been the standard of interactive voice response (IVR) for years, capable of delivering average self-service rates of 15-20 percent. |
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| ICT Group Forms Outsourcing Alliances with Major Lenders Having business breaking down your doors to get new loans is good. Actually being able to handle the work is better. |
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| Service Unusual: Virgin Mobile USA's Cheeky Story Miriam Nelson, Ph.D., Aon Consulting, and Diane Hague, Virgin Mobile Virgin Mobile USA is changing the face of customer service. |
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| Strong and Unique Judith Barclay Three ICT Group Employees Prove To Be Valuable Assets To Their Company. |
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| Virgin Mobile USA: Pretty Young Face With a Nice Back End Tim McElligott Once upon a time in America, a company's brand was as recognizable as it was trustworthy. Today, while recognition is still the name of the game — consumers (especially young ones) have grown even more label-conscious than their disillusioned '80s predecessors — service is what wins it. more... |
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| The Little Things Make a Big Difference Kathleen Goolsby "If you look in the dictionary under what 'outsourcing' is, it should say ICT Group," says John Derham, senior vice president of Direct Marketing and Decision Support at Chase Manhattan Mortgage. more... |
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| ICT named among the 200 Best Small Companies in America by Forbes for the second consecutive year. ICT GROUP has been named for the second consecutive year to the 200 Best Small Companies in America list by Forbes. |
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| 4 Questions about Online Service, Roundtable featuring ICT GROUP's Catherine Nuccio Angela Carr Skill sets, compensation, and loyalty numbers — they all change in an e-CRM environment. |
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| Over There, Phone Calls Aren't Such A Nuisance Kirk Shinkle When the phone rings at dinner time, Americans know who's calling. It's a telemarketer pitching everything for credicards to auto insurance — all at low, low rates. |
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