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Outsource magazine: thought-leadership and outsourcing strategy | July 23, 2014

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Customer Service

At Your Service (Part 2)

July 18, 2014 |

To read Part 1 of this article, click here…

 

One of the most influential thinkers in this field is the practical and thoughtful Frederick Reichheld of Bain Consulting [Ref 1]. It was he who most clearly articulated the lifetime … Read More

Digital Enterprise: Market Leaders of Tomorrow (Part 2)

July 17, 2014 |

To read Part 1 of this article, click here.

Unprecedented changes in the market place are driving organisations to look at end-to-end digital transformation for their initiatives. This involves realigning of business strategy, widespread use of technology, reorientation of human … Read More

At Your Service (Part 1)

July 16, 2014 |

The best customer service is distinguished by the passion and energy of the staff delivering it. Whilst all know good service when it is seen, measuring it can be a challenge – and managing it well can be harder. What … Read More

Digital Enterprise: Market Leaders of Tomorrow (Part 1)

July 16, 2014 |

The digital revolution has changed the paradigms of global connectivity and customer empowerment. Enterprises are undertaking significant transformational exercises to become digitally relevant and create competitive differentiation. Operating business models and customer value propositions are being innovated to create digital … Read More

Optimising Field Service Operations to Drive Profitability and Improve Customer Experience (Part 2)

June 17, 2014 |

Continuing our report on a unique roundtable, hosted by Outsource in collaboration with OnProcess, looking at challenges and opportunities for field service operations. To read Part 1 of this article, click here.

In order to address some of the problems … Read More

Optimising Field Service Operations to Drive Profitability and Improve Customer Experience (Part 1)

June 13, 2014 |

Early in 2014, Outsource got together with service supply chain optimisation specialists OnProcess Technology to host a roundtable entitled ‘Optimise Field Service Operations To Drive Profitability And Improve Customer Experience’. Held at London’s Landmark Hotel, the event saw a very … Read More

Sitel predict how this year’s World Cup will impact customer service

May 16, 2014 |

As brands take their battles for sales, to this year’s World Cup, Sitel, the UK’s leading customer care outsourcing experts, report on some emerging customer service trends.

Guy Tweedale, Senior Vice President, Sales, EMEAsays; “We are already seeing a … Read More

TOP TEN: Game-Changing Kit

April 28, 2014 |

Technology lies at the heart of outsourcing and shared services. But there’s a long way still to go before it’s solved all the problems afflicting those at the front line. For the latest in our Top Ten series we lifted … Read More

“Ah yes, I remember it well!”: why knowledge management matters – and how to get it right… (Part 2)

April 25, 2014 |

(To read Part 1 of this article, click here…)

SKMS and Efficiency

Technology can help to manage data and information (“explicit” sources). The richness with which searches can be conducted has grown enormously over the last few years. Indexing things … Read More

“Ah yes, I remember it well!”: why knowledge management matters – and how to get it right… (Part 1)

April 24, 2014 |

Access to essential information and the ability to apply it with full knowledge of its implications are essential to all services. Knowledge management has long been a bane of services. What does one have to do to keep the information … Read More