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Service Desk

How To Humanize The Customer Service Desk

Are you connecting with customers? Today’s technology provides plenty of ways to do it—from social media to video chat to e-mail. But it’s all too easy to let technology take over in customer service. When it does, that spells trouble. It can drive customers away. And that’s not good. They don’t need another reason to defect. Unfortunately, many service desk managers let this happen. They allow technology to take precedence over the human aspect of service delivery. That can de-humanize a service desk. Savvy managers, on the other hand, use technology to improve the customer experience. The key to doing this is to make sure the customer stays at the center of everything your call center services desk does. Below […]

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potential

Unlocking The Potential Of Offshoring

Offshoring has enormous potential for your business. It can cut costs. It can free up key resources. And it can transform your business into a dominant market force. The question is: How do you unlock this potential? Realizing offshoring potential is a challenge. Make no mistake. But you can do it by: – Targeting the right projects – Choosing the right provider – Managing the provider relationship Of these, the last is perhaps the most critical and the one we’ll focus on here. Managing The Potential Provider Relationship To get the most out of your service provider, you need to focus on three things: relationship management, governance issues, and organizational change management. Only then can you unlock offshoring potential—whether you’re […]

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Business Model

Selecting The Right Business Model

Like many of today’s managers, you’re probably being asked to do more with less—a lot less. This isn’t always easy—especially in IT where resources are often limited. So you have to be selective when it comes to projects. You also have to make ample use of all the tools at your discretion, like outsourcing. It offers numerous benefits. One is freeing up resources that you can re-invest in projects that dramatically enhance business value. The key to succeeding is selecting the right business model for you project. Choosing the right model not only cuts cost, it also maximizes your return on investment. To select the right model, you first need to take a hard look at your business. Having picked […]

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transition plan

How To Execute A Flawless Transition Plan

If you’re implementing an outsourcing project, you want it to be a success. Executing an effective transition plan is the key to achieving outsourcing success. The transition affects every aspect of outsourcing. So you must get it right. Typically, a transition plan  starts at a contract’s beginning and continues until it reaches its “steady state” phase. When well executed, it sets the governance model, service levels, and framework for outsourcing projects. In other words, it lays the groundwork for execution—the project’s nuts and bolts, if you will. More important, it unlocks the value of outsourcing. Not making an effective transition cripples the project. Executing A Transition Plan  Is Challenging Executing an effective transition is challenging. Make no mistake about it. […]

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