Business Process Outsourcing

Business process outsourcing (BPO) refers to an organization relying on a service provider to manage all aspects of a business activity: the business people associated with the process, the underlying technologies, and the IT support staff.

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  • Retail
  • For Customer Experience Professionals

    Report:Best And Worst Of Website User Experience, 2010

    Lessons Learned From 35 Website User Experience Reviews Across Six Industries

    In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...

    • Downloads: 1374
  • For Customer Experience Professionals

    Report:Best And Worst Of Website Experience, 2011

    Benchmarks: The Digital Customer Experience Improvement Playbook

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

    • Downloads: 1734
  • For Customer Experience Professionals

    Client Inquiry:Uptime/Availability Statistics For Retail Sites

    Are there any uptime/availability statistics for retail sites that Forrester can provide?

    • For Customer Experience Professionals

      Charts & Figures:Alterian Provides Clear Privacy Policies At Registration

    • For Customer Experience Professionals

      Report:The ROI Of UK Web Redesigns Made Simple

      Improving website user experience can increase sales and reduce costs, but many customer experience professionals struggle to estimate the potential value of planned improvements. By constructing a...

      • Downloads: 323
    • For Customer Experience Professionals

      Report:Europe 2010: Fixing Known Usability Problems Pays Off

      Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...

      • Downloads: 260
     
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