SOURCE: Outsourcing Institute

May 02, 2011 08:15 ET

Outsourcing Institute Expands Management Team With Contact Center Expertise

SYOSSET, NY--(Marketwire - May 2, 2011) - The Outsourcing Institute today announced it has expanded its management team with the hire of Jeff Russell as Managing Director of its Contact Center Marketplace. Russell will oversee The Outsourcing Institute's newly formed solutions designed specifically for the contact center industry.

In this capacity, Russell will harness and drive customer contact center-specific programs and tools for The Outsourcing Institute to help providers and practitioners better buy, sell and manage, in this rapidly growing and evolving arena. The program will include special interest groups, advisory, training, recruiting and vendor selection services and tools, including its new RFP Builder software. For providers, there will also be targeted promotional, sponsorship and business development offerings.

With 22 years of experience, Jeff Russell is considered a pioneer in the customer care and outsourcing industry. He initiated and directed many of the first outsourcing projects that took place between North America and Europe to near-shore and off-shore locations. He has also directed outsourcing operations involving the Middle East, Europe, South East Asia, Africa, and both North and South America.

"We are excited to have Jeff onboard as he has a history of directing rapid growth strategies and developing unique solutions," commented Outsourcing Institute CEO, Frank Casale. "Contact center outsourcing is one of the more exciting spaces in the industry today. There are many challenges, however, as most buyers strive to keep up with the pace of change and providers struggle to differentiate themselves in a hyper-competitive marketplace. By creating this new focus, and putting Jeff at the helm, we can better provide innovative solutions and support to both sides."

"Whether it's traditional call handling, mobile device, social media interactions or back-office support, people are relying more than ever on contact centers to provide customized customer care," added Russell. "I am excited to be part of The Outsourcing Institute team and look forward to assisting both buyers and providers in the contact center outsourcing space. Our menu of services will include strategy consulting, procurement assistance, RFP software, training, recruiting, sponsorship and marketing programs."

About The Outsourcing Institute: "Gateway to the Outsourcing Marketing Place"

The Outsourcing Institute, located at outsourcing.com, is the world's largest and most trafficked neutral professional association dedicated solely to outsourcing. Since its founding by CEO and industry pioneer Frank Casale in 1993, it's been a sort of gateway to the outsourcing marketplace, with a network of more than 70,000 professionals worldwide including more outsourcing buyers than any other network in the world and one of the highest trafficked outsourcing portals on the web. As the go-to source for outsourcing thought leadership, information and advice, members count on OI to learn from dynamic homegrown or user-generated-content, and network with other professionals across the outsourcing industry.

To help ensure success for its members, OI leverages cutting edge events, webinars, white papers, videos, tools, templates and a wide array of special interest group communities. Along with CMS, a sister company specializing in recruiting and placing outsourcing professionals, OI has your outsourcing needs covered. For more information on how we can help you, or to schedule a confidential discussion, email Jared Gleason at jgleason@outsourcing.com. Or, call Jared at 516.279 6850, Ext. 712.

Visit the official Outsourcing Institute web site at www.outsourcing.com