Customer Satisfaction

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

How to Build Long-term Outsourcing Success

How to Build Long-term Outsourcing Success

2014 Outsourcing Excellence Awards Best Long-term Relationship Cummins and HCL Technologies       “Cummins is in a better place today because of HCL’s guidance and support.” Curt Brown, Director, Service Excellence, Cummins Inc. Outsourcing relationships, like marriages, can be trying, hence the significant failure rate. Dun and Bradstreet reports that 25 percent of outsourcing […]

On the Edge—Disruption in Big Data Analysis and Business Models

On the Edge—Disruption in Big Data Analysis and Business Models

It’s 2014, and Big Data analysis is still big news. Businesses in every market segment are scrambling to use this insight to create “right-time” experiences for their customers and internal staff. When done well, Big Data analysis gives companies a clear competitive advantage. However, for many organizations, Big Data efforts have gone awry, transforming the […]

New Buyer Demands and SMAC Are Changing Both Providers and BPO

New Buyer Demands and SMAC Are Changing Both Providers and BPO

BPO, the outsourcing constant, is continually changing. Here’s the constant: Service providers in 2014 “have to live up to evolved client demands, increased competition and a rapidly changing regulatory environment,” notes Sanjay Jain, chief strategy officer, WNS Global Services. What’s changing is how they are meeting their evergreen challenges…and some new ones, too. Here’s how. […]

Why ConAgra Foods Decided to Outsource HR Analytics After Doing It In house

Why ConAgra Foods Decided to Outsource HR Analytics After Doing It In house

This is the second article in a series on how companies are using Big Data to gain critical business insights. ConAgra Foods, a food maker based in Omaha, Nebraska, started its journey to using predictive analysis in an incremental way. The company, whose brands include Healthy Choice, Banquet, Orville Redenbacher’s, Marie Callender’s and Chef Boyardee, […]

Five Reasons Why Non-US Providers Are Beefing Up Their US Centers and Why This is Good for Outsourcing

Five Reasons Why Non-US Providers Are Beefing Up Their US Centers and Why This is Good for Outsourcing

Non-US-based outsourcing service providers are currently beefing up their US operations. A constellation of events are making this beneficial for both outsourcing buyers and providers. “Every provider wants a US presence,” observes Denis Winkler, Director at Alsbridge. “And if they already have a presence, it’s growing.” Some of the factors creating this new geographical attitude […]

How Big Data is Becoming Predictive, Helping Executives Make Better Decisions

How Big Data is Becoming Predictive, Helping Executives Make Better Decisions

Businesses have always wanted a crystal ball to predict the future. Now they can almost have one if they combine Big Data, analytic prowess and deep domain and process knowledge. For the first time, analytics is becoming predictive and can help executives make less risky decisions that affect their corporate futures. The key is you […]

Social Media and Mobile Collaboration: Game Changer for Financial Services Industry

Social Media and Mobile Collaboration: Game Changer for Financial Services Industry

For centuries, banks have built their business models on the foundation of customer confidentiality. Secrecy and security are by-words in the world of banking. How can they be expected to embrace social media, a platform where things appear to be “open” and “public”? There is much for banks and financial institutions to worry about when […]

Customer Intelligence is the New Black

Customer Intelligence is the New Black

A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise, irrespective of a B-to-B or a B-to-C model. This whitepaper by Frost and Sullivan unravels why Customer Intelligence is the new black, by addressing some key questions on the power of customer insights. The whitepaper contains […]

Top Five Reasons for IT Directors to Outsource IT Services

Top Five Reasons for IT Directors to Outsource IT Services

Fear of surrendering control is probably the main factor holding many IT directors back from realizing the benefits of outsourcing IT services. But if you can find an IT services supplier who will work with you in a genuine partnership, understanding the specific needs of your business, it soon becomes clear that this fear is […]

Big Data Trends 2014: New Uses, New Challenges, New Solutions

Big Data Trends 2014: New Uses, New Challenges, New Solutions

It’s hard to find a business enabler that’s evolving as quickly as Big Data analytics. This undisputed darling of the loyalty program and retail world has now infiltrated nearly every industry, from transportation and healthcare to insurance and supply chain management. It’s the catalyst for a new marketing mindset, where targeted offers are not only […]

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

It’s no secret that our mobile devices and social networks are rapidly transforming our relationships with people and data. Analytics have driven customer intimacy to previously impossible levels; the cloud has irrevocably changed the way we store and share information. A report from Forrester Research declares that by 2016, we will have 10 billion mobile […]

Do You Really Want to Outsource Customer Experience Management (CEM)?

Do You Really Want to Outsource Customer Experience Management (CEM)?

If you’re considering outsourcing your Customer Experience Management (CEM) or already outsource all or part of your CEM, it’s time to be sure you’re not doing more harm than good. In today’s always on, device-crazed world, service providers are constantly challenged to win and more importantly, satisfy their customers in an effort to reduce churn. […]

What to Outsource in the 24×7 Marketing Age

What to Outsource in the 24×7 Marketing Age

The digital age has changed customer DNA forever. They have no patience with 9 to 5 and they’re shredding the concept of after-hours and weekends. They have a voice, and that voice demands to be heard whenever, wherever. Working hours, what’s that? Banks—previously such strict observers of “working hours” all over the globe—have risen to […]

The One Big Mistake Companies Make When Selecting Cloud Providers

The One Big Mistake Companies Make When Selecting Cloud Providers

Here’s the scenario: you’re reviewing cloud providers—asking all of the tough questions, complete with exhaustive discussions on security, agility and price. You sign on the dotted line, deploy and feel pretty good about your choices. A few months later, reality strikes. You forgot to ask about the one vital thing that could transform your cloud […]

Tying the Knot on Service Levels and Business Satisfaction | Article

Tying the Knot on Service Levels and Business Satisfaction | Article

While companies are striving to acquire greater economic benefits from its IT, business operation end users rarely are concerned about technology delivery costs. Internal customers’ concern is: will IT work when it is needed without disrupting business operations. If IT services are disrupted, it is difficult to assess penalties on an internal IT delivery organization […]