Business Continuity

Tracking the Evolution of Procurement and Where It’s Going Next

Posted: 03/09/2022 - 09:00
How procurement has evolved throughout its history, why 2020 was such a turning point for the function and where things are headed next.

From the outside, procurement appears to be a relatively static department focused on one core goal: Acquiring the right goods at the right price.

But behind the scenes, procurement teams have been silently evolving. They’ve been growing their capabilities, creating value in new ways and driving growth while ensuring business continuity.

What Will Customer Service Outsourcing Look Like in the New Normal?

Posted: 07/10/2020 - 05:29
Business Outsourcing

Amid the pandemic, it’s fair to say the outsourced service operating model, particularly in customer service, has experienced forced change. While cost has always been the key driver in services outsourcing, Covid-19 has caused a monumental shift from cost being the critical point, to risk management and quality as the metrics and measures that now matter most. Call centers have had a particularly tough time of things; the actions that many of them have taken have been admirable, but it’s becoming clearer that long-term change has accelerated to the short term.

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