Items tagged with : Service Level Agreement
A framework for outsourcing success: a 5-step continuum
Before an organisation begins building an outsourcing framework it must first decide that outsourcing is a viable alternative and that all other optio...
12 May 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, All Columns,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,Don’t let clouded thinking make you forget the network
According to a recent study by the Cloud Industry Forum, nearly half of UK organisations are using some form of cloud computing, and almost all of the...
02 June 2011 | Articles, IT, Functions Other, 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,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,Public Sector Roundtable: To Share, or Not to Share?
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 As government-imposed cuts continue to impact upon the UK’s public sec...
28 September 2011 | UK, Europe, Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Relationship quality measures: "Mind the gap!"
Quality aspects drive us personally and influence the way we look, the products we use, the materials we buy and the way we conduct ourselves in our e...
03 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,SLAs: are they worth it?
A great deal of money is spent in developing and drafting SLAs and performance management regimes for outsourcing contracts – an industry has grown up...
19 November 2010 | Articles, Legal, Functions Other, Global, All Columns,Stop being a slave to SLAs
There’s no denying it: SLAs (Service Level Agreements) for outsourced IT services are often convoluted, confusing and misleading. Why? Because many se...
05 May 2011 | Articles, IT, 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,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,
Outsource magazine and the ACCA announce an exclusive partnership
