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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 For Success

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 […]

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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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Contact Center Performance

6 Ways To Boost Contact Center Performance

Do you want to boost Contact Center Performance? Do you want to improve customer satisfaction? Of course you do. Increasing customer satisfaction boosts corporate revenues, and it does it rather significantly. And while it isn’t a corporate panacea—increasing satisfaction is potent medicine. So how do you do it? A proven way is to invest in advanced contact center technology. It helps you exceed customer expectations. And that’s the key to boosting Contact Center Performance satisfaction. Advanced Technology Helps Research shows that investing in advanced technology can improve both customer satisfaction and financial performance together. The trick is using the right technology in the right areas. With this technology, the report’s respondents did the following: Improved FCR rates Reduce costs per call […]

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