Items tagged with : Metrics
A perfect storm is coming for call centres
Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...
08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,Agile Estimation Using Functional Metrics
This 35-45 minute webinar, presented by Tom Cagley, outlines a path for incorporating the best practices of robust software sizing (functional metrics...
21 December 2011 | Events, Conferences,An ITIL v3-based outsourcing framework
A growing number of organisations are looking into outsourcing infrastructure IT services. The business drivers largely remain consistent across the i...
11 May 2011 | Articles, IT, Global, All Columns,Critical aspects of governance in outsourcing: insights from industry
This article was written in conjunction with Kaustuv Halder and Markus Biehl. Kaustuv Halder is a graduating student at Schulich School of Business, ...
03 October 2011 | All Columns, Global, Canada, Functions Other, Legal, Logistics, Customer Service, Procurement, IT, HR, Finance & Accounting, Articles, North America / Caribbean,Good Reviews
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 Peter Drucker is credited with challenging businesses to “do what you ...
05 April 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Health checks: an ounce of prevention
One of the most common complaints that I hear from both buyers and providers alike is that they just don’t have the time to root out the underlying ca...
17 February 2011 | Articles, North America / Caribbean, USA, Global, All Columns,How Measurement Systems Analysis Can Improve Service Quality In Digital Mailrooms
A digital mailroom is a service where incoming mail is digitised and processed electronically. In a nutshell: usually the incoming documents are scann...
15 April 2011 | Articles, Functions Other, Global, All Columns,It’s Not The Contract…
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 It's not the contract: it’s the governance that will drive succes...
28 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Measure what matters to achieve outsourcing success
We often think of service level agreements and metrics as a key way to hold the service provider accountable for meeting its contractual obligations. ...
10 October 2011 | Logistics, Customer Service, Procurement, IT, HR, Finance & Accounting, Articles, Legal, Functions Other, Global, All Columns,Nearshore, onshore or offshore for investment banks?
Some of the UK’s largest financial institutions are increasingly onshoring and nearshoring work to locations such as Scotland, Ireland and the north o...
26 September 2011 | Articles, Finance & Accounting, Europe, UK, Global, All Columns,Q&A: Emma Teodoro, CAI-STA
Emma Teodoro is the president of CAI-STA, a Philippines-based service provider delivering services to global clients in a wide range of verticals. Out...
04 May 2011 | Articles, Customer Service, Asia/Pacific, Philippines, Global, All Columns, IT, Functions Other, Latin America, Argentina, China,The Art of Governance
Devising an Evolution Plan that matches your Pace of Change and achieves your Business Objectives An Evolution Plan is becoming essential for all out...
16 August 2011 | Events, Conferences, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global,The Future is Now
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...
06 April 2011 | Articles, Customer Service, Global, All Columns,There is even more to SLAs than meets the eye...
Following from my article 'There is more to an SLA than meets the eye’, Faisal Zahir posted a very interesting question that deserves exploring a...
28 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,There is more to an SLA than meets the eye
Service Level Agreements are like chairs. We use them every day without questioning them too much, and then something reminds us how important they ar...
21 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,TOP TEN: Optimal Procurement Outsourcing
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 Procurement outsourcing, which has been predicted for many years to ta...
28 September 2011 | Articles, Procurement, Global, All Columns,Uncovering more value: rocks to turn over in outsourcing arrangements
As I described in “Health Checks: An Ounce of Prevention”, the early days of outsourcing arrangements are often characterised by folks fighting fires ...
19 April 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,When a customer calls for help…
I have worked in large corporations in customer service for several decades. As an executive, I know that customers who buy our wares also buy our sup...
20 April 2011 | Articles, Customer Service, Global, All Columns,Wouldn’t you increase your talk time with your customers, if you could?
Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...
18 May 2011 | Articles, Customer Service, Global, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
