Tag Archives: cost

How do you know what your customer wants?

Managers are endlessly reminded that they need to deliver what the customer wants and in these socially connected times it should be easier than ever to determine exactly what they do want. But still they get it wrong. What are … Continue reading

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Hfs: The latest for outsourcing in 2013

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading

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The real reasons to explore outsourcing

While I was flicking through the pages of a call centre magazine recently I came across an article titled ‘the top nine reasons to outsource to the Philippines.’ The article lists a whole range of reasons you should be outsourcing … Continue reading

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Creating value from partnership

Julia wrote a great blog earlier focused on her key learnings from the event and she mentioned the question of value. This is an extremely important area that I believe every service company will be exploring at present. We know … Continue reading

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Nuggets of wisdom from the FT

I’m always interested when I see the serious business press – like the Financial Times – focusing on customer service. This article is about investment advice, but some of the key messages here apply to any business and any form … Continue reading

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Thinking of the future

Pensions have been back in the news again recently. At the end of June several public sector unions coordinated their industrial action on a single day to emphasise their members’ disagreement with government plans to make people work longer and … Continue reading

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