Tag Archives: SLA

What price good service?

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ’employee investment’, and those that could demonstrate the ability to attract … Continue reading

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Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

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How do you cope with new #custserv channels?

One of the biggest changes to the customer experience in the past half-decade has been the explosion of channels that customers can use to communicate with brands and the freedom of choice. By freedom, I mean that customers will often … Continue reading

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