A specialist provider can transform your organization’s mailroom into a cost-saving, highly efficient digital information hub. Learn more with our new eBook, “An Introduction to Mailroom Outsourcing: A Concise Guide for Enterprises and Large Organizations.”
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Establishing the Top Deliverables for Your Contact Center Services Provider
How does a company determine the performance of its outsourced contact center operations? It all begins with a clear understanding of what deliverables are expected from the contact center...
IT-BPO Industry in India Prepares for a Future of Intelligent Automation
As process automation and other digital innovations shake up the information technology and business process outsourcing (BPO) sectors, India’s leading IT-BPO industry group is looking to prepare...
311 Maturity Model
To help cities determine where their 311 program stands, DATAMARK has developed a four-level 311 Maturity Model to describe the typical growth path of 311.
Chatbots Strike a Chord With Consumers
Today’s chatbot experience shows the technology still has a long way to go before it replaces contact center agents. But as with anything involving computing, expect chatbot help to get better and bet
Improve Efficiency with Paper-Free Business Processes: How to Get Started
Many organizations, particularly large enterprises that deal with thousands of documents a day, are reaping benefits by scanning inbound paper as soon as it arrives and placing it in a digital...
The Price of Poor Customer Service
Almost Half of Consumers Won’t Hesitate to Jump Ship if Brands Don’t Deliver an Excellent Customer Service Experience Nearly one in two customers won’t hesitate to abandon a brand if a company...
Major U.S. Insurance Company Struggles with Rapid Growth - Case Study
The company recognized that its core competence was property and casualty insurance, not the management of mailrooms, paper documents and related business processes. Company executives understood that
Five Steps to Reduce Contact Center Turnover
It’s no secret that being a contact center agent is a challenging job. To last in the industry, customer service representatives (CSRs) and others who handle calls, emails and social media...
Four Reasons Utilities Should Outsource Customer Care
With deregulation of markets in many areas across the U.S., competition is heating up for players in the utility sector. Electricity, gas and water providers are competing on the basis of costs,...
Location Analysis White Paper
This paper provides and overview of key attributes, benefits, and risks for each location relative to the united states.
Cities Find Big Value in 311 Apps
Residents resolve non-emergency issues at the touch of a button Across the U.S., cities of all sizes have adopted 311 mobile apps as part of their 311 non-emergency hotline programs, typically...
Are You a Digital Mailroom Trailblazer?
Many companies struggle to transform paper-based business processes to digital Most businesses have established a proactive effort to manage inbound information arriving through multiple channels,...
Cities Respond to Demand for Bilingual 311 Services
As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving citizens who primarily speak Spanish. According to the United States...
US Speech Patterns White Paper
Where could these slow talkers be calling from? New research from the Marchex Institute has identified the states with the slowest talkers (measured by words per minute) in the U.S.
Philippine – U.S. BPO Relationships Will Endure, Despite President Duterte’s Tough Talk
Nervous leaders of the Philippine business process outsourcing (BPO) industry requested a meeting with President Rodrigo Duterte to discuss his controversial announcement of a “separation” from...
DATAMARK Decision Matrix
Many companies reach a point where they realize their back office process management solutions are outdated, inefficient and held back by old technology and legacy software systems.
Digitizing Paper Documents is a Sure Bet for the Casino and Hospitality Industry
Today, every type of business is doing its best to move at digital speed, and those in the casino and hospitality industry is no different. But despite efforts to shift to digital forms and...
Robotic Process Automation (RPA): Separating Hype from Reality
Many companies are still in the early phase of adopting robotic process automation (RPA), a technology changing the way routine business processes are handled. With RPA, a software robot...
Training & Quality Assurance Case Study
Background: A leading freight company specializing in less-than-truckload (LTL) shipping services in the United States required an efficient and cost-effective document processing solution to index
DATAMARK's Business Process Transformation