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The most critical Key Performance Indicator (KPI) in social media customer service

Measuring the impact that your social media interactions are having on your business — and your bottom line — can be a tricky endeavor. How can you really identify and quantify whether a particular social media encounter has been successful?

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SAP employees to teach programming to scholars in Cluj-Napoca

Ten volunteers working for SAP company together with Cartea Daliei association will organize a Scratch programming teaching club to function at Emil Isac school based in Cluj-Napoca, the company announced.

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NEWS
Enea Romania hires 70 specialists for its software centers in Bucharest, Iasi and Craiova

Enea Romania said that it looks to hire 70 top software engineers for its centers located in Bucharest, Iasi and Craiova, aiming fields such as telecommunications, aero-space industry, medical and electronics.

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Romanian Outsourcing Summit reaches its third edition

OUTSOURCING TODAY, the integrated communication platform of the business services sector, powered by The Diplomat Bucharest, presents the Third Edition of the ROMANIAN OUTSOURCING SUMMIT on March 23th 2017, at

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CA Technologies to invest 1 billion dollars globally

Software enterprise solutions provider CA Technologies announces global investments worth over one billion dollars for software development and support solutions and plans to continue its expansion locally.

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Bitdefender: Half of Romanian fear that someone could control their smart devices

Around 46 per cent of Romanian users are concerned that a potential attacker could take over or control the smart devices they use every day, which exposes them to identity theft, espionage and invasion of priv

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ANALYSIS

Deloitte: Anxious millennials seek stability, opportunities to work with employers to effect change

A turbulent 2016—punctuated by terror attacks in Europe, Brexit, and a contentious US presidential election—appears to have rattled millennials' confidence, according to Deloitte's sixth annual Millennial S

Around 35 per cent of CEE-based companies already implement digital transformation policies

Oracle and IDC recently published the findings of a study on digital transformation enactment within a pool of 251 companies in eight countries, including 28 such organizations in Romania.

CIMA study: A third of FTSE 100 annual reports leave investors with ‘incomplete picture' of business performance and risk

Near third of FTSE 100 companies are withholding relevant information from their annual reports and painting an inaccurate picture of opportunity and risk, according to a new research report from the Valuing Yo

 
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Opinion

To chatbot or not? Can automation boost response time and consumer trust?

Imagine this common scenario: A dissatisfied customer takes to social media to complain about receiving terrible customer service from a brand

In a connected world, agent experience drives customer experience - guest post by IDC and TELUS International Europe

Building on a career

How do you build a career in the new world of tech and computer science? How do people of so many skills and nationalities find their place in the same work ecosystem? How do they manage to individualize themse

 
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Profiles

Societe Generale-European Business Services, a short history

Societe Generale European Business Services (SG EBS) has registered a fulminant growth since its establishment in Bucharest and plans to keep growing by diversifying its activities and strategies. Innovation, c

Oracle reaches 4,200 employees and plans further expansion - Exclusive OT print issue

While Sorin Mindrutescu, Oracle's general manager for Romania, added to his functions the leadership of its central and eastern Europe Cloud division, the company grows solidly to about 4,200 employees, about a

ASE's HR Master – helping students integrate in companies

An HR student programme that signed 53 partnerships with companies in different practice areas and saw a lot of graduates hired by the real sector of the economy at the end.

 
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EDITOR CHOICE
PEOPLE IN SHARED SERVICES AND OUTSOURCING FORUM 2016: Addressing the pressing needs of digitalization and people empowerment

The annual event dedicated exclusively to human resources in the Shared Services & Outsourcing Industry powered by Outsourcing Today and The Diplomat – Bucharest was organized at the Intercontinental Hotel in

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Millennials at work, redesigning our world

With the emerging of the youngest generations into the market place, the entire philosophy of the HR process should be reshaped and updated. Actually, once the grim clouds of recession faded away in the past ye

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A people-centred business

The shared services business in Romania roared in the last couple of years, at all levels; new jobs, new entries, new locations, expanded projects, and not the least - the increasing absorption of young profess

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TELUS International Europe awarded Most Innovative Office in Romania

On November 10th, 2016, CBRE, in partnership with Skanska, announced the winners of The Most Office competition in Bucharest.

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Two teams from Bucharest are winners at 24-hour Hackathon organized by Deutsche Bank and NGO Autistica

Two teams of specialists from the DB Global Technology center in Bucharest are among the winners of the international hackaton organized by Deutsche Bank and autism research charity Autistica on November 9th an

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Get your news about the industry from Outsourcing Today newsletter

Starting today, we are introducing to you the first Outsourcing Today newsletter. As we promised to keep our commitment to you and the industry, we are constantly seeking to bring new and inspiring added-value

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Five of the biggest technology decisions and trends facing contact centers today

Technology is enabling contact centers to do more than ever, but disruption rarely fails to bring about a new and unique set of problems. For the customer, incredible things can happen when service and technolo

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