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Top 5 Actions to Heighten the Strategic Impact of Your Procurement Organization
By Bill Huber, Director, CPO Services, TPI During tough economic times, procurement is often called upon to “win” price and payment term concessions from suppliers and service providers in order to...
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Contact Centers and the Off Shore Migration
By Amy McCarty, Sr. Advisor, TPI Is the current economy changing the outsourcing practices of contact center services? With the economic slowdown there are individuals that believe moving business...
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Five Easy Steps to More Effective Contact Center Performance Measures
By John Magliocca, Senior Advisor, TPI “You can improve what you can measure” is an adage many contact center managers strive to realize. But while data collection and reporting systems are critical...
View ArticleCloud Computing: Taking the Next Big Step for Contact Center Services
by Tony Zmudzin, Director, TPI Managers of contact center operations as well as their counterparts in information technology and other areas are looking to the next big horizon in service delivery:...
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Managing Your Service Desk for Quality and Efficiency
By Chris Pfauser, Principal Consultant, Compass; and James Kane, Director & Associate Partner, TPI Editors note: Last month the parent company of TPI, Information Services Group Inc., acquired...
View ArticlePart II: Cloud Computing – The Next Big Step for Contact Center Services
by Tony Zmudzin, Director, TPI Several weeks ago I posted the first installment of a 2-part blog that explored what the proliferation of Cloud-computing solutions means for contact center services, and...
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Being a Hero vs. Doing Things Right
Let’s say you’re a talented and ambitious young IT professional. Late one Friday afternoon, the VP of sales corners you in the hallway and says his laptop has crashed, just as he was finishing a...
View ArticleContact Center @Home Model Makes Inroads
While the global Contact Center Services market has been relatively slow in recent years, the “@Home” model, whereby agents work from their residences, has seen significant growth. One key factor has...
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The Digital Metamorphosis of Workplace Services
Workplace services is undergoing a great metamorphosis. The IT service desk, field support and related software management services are not disappearing, but they are definitely changing shape. If you...
View ArticleUsing Data to Turn a Customer Relationship Center into a Profit Center
Today’s customer relations centers (CRCs) are a far cry from the call centers of the 20th century. Over the past 20 years, call centers have taken a great leap forward, evolving from phone banks into...
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