Customer Experience

Service Level Management in the Digital Age

Posted: 08/11/2018 - 00:55
In recent years, the art and science of the Service Level Agreement (SLA) has evolved from monitoring metrics around systems and applications to a focus on business outcomes and business performance. Rather than measuring server uptime or network availability, customers want insight into how efficiently they’re shipping orders and executing transactions. 
 

Looking at outsourcing through a crystal ball

Posted: 06/21/2016 - 20:10

Throughout the last ten years of my career as part of Capgemini’s BPO unit I have seen digital innovation transform our personal lives exponentially in terms of smartphones, streaming services and access to real-time information updates. The natural consequence is that we now expect the same level of responsiveness, quality and dynamic interaction in our professional lives as we’ve become accustomed to outside of work. This has resulted in a plethora of changes in terms of what is expected from outsourced services

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