You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible.
Category: Blog
The Olympics: What can we Learn in our Contact Center?
The 2012 Olympics held in London are viewed by billions of people worldwide. It is estimated that over 15 million calls will be handled by volunteers in the venues. The games are exciting and promote worldwide sportsmanship and fair play. It’s about the athletes and their accomplishments. So what can we learn from the Games? […]
Top 5 Reasons to Rethink Outsourcing your Contact Center in 2012
Will the economy improve or stagnate this year? What will the election mean for business and customers? How will future events unfold and affect your business? Regardless what happens, you need to run your business, keep customers happy and generate a measured return on numbers in 2012. With the beginning of a new year, we […]
Twelve Best Practices to Create a World-Class Outsourcing Case
You’ve been in this meeting, haven’t you? Outsourcing options are on the table and everyone’s got concerns. The chief information officer already has too much to do and not enough people. Finance doesn’t see enough savings. Sales wants differentiators. Risk and compliance people chime in about service levels, reporting and penalties. It doesn’t help when, […]
Twenty Years Later: Accounting for NAFTA’s Wins and Losses
The North America Free Trade Agreement (NAFTA) between Mexico, the United States and Canada, just entered its 20th year. In that time investments in information and computing technology (ICT) have certainly increased in Mexico – as they have everywhere in the world. Tracking specific investments to NAFTA is more art than science, though it is […]
Can the Tablet Please Take Your Order Now?
As Wages Rise, Employers Consider Replacing Workers With Technology; Burger-Flipping Robot May Be on Horizon Carla Hesseltine is considering buying a few tablet devices for her bakery so customers can place orders for her signature M&M cupcakes on their own, straight from the counter. The reason: She fears the $7.25 an hour that she currently […]
“Coaching” the critical Leadership Component to Operational Success
Operational excellence is only achieved with an honest focus on improving individual performance As spring begins it is time to take an honest look in the mirror. The second half of the year is rapidly approaching, and it is the perfect time to pause and reflect on the beginning of 2013, and lay the groundwork […]
Immigration Legislation Boosts Interest in Nearshoring
If it becomes law in its present form, the Border Security, Economic Opportunity, and Immigration Modernization Act, which includes the H1-B and L-1 Visa Reform Act of 2013, is likely to increase opportunity for nearshore outsourcing providers in Mexico, according to analysts. “There will be a huge uptick in exploring Mexico,” says Frances Karamouzis, vice […]
BPO Providers Anticipate Big Windfall as ‘ObamaCare’ Threatens to Drive Jobs Offshore
The so-called “ObamaCare” law, set to go in effect next year, has the potential to become a huge win for the global BPO industry – but the devil is in the details depending on how U.S. employers react to the new mandate. Many large employers have announced their intentions to limit employment due to the […]
The “Back up” or “Alternative” Contact Center Supplier…Why it makes dollars and sense!
When we hear the phrase “backup” we normally think of computers. Why? We wouldn’t want to lose anything that’s important to us or running our business. Everything is backed up…to handle the “unforeseen” events. It’s an insurance policy of sorts and it’s worth the time and investment. Most businesses have multiple suppliers for their hard […]