BPO

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.

Vesting in practice

Posted: 02/08/2012 - 07:47

By design this column has, for the most part, examined the theories and research of academic and economic luminaries that have helped form the basis of modern outsourcing and my own research and development efforts in the realm of collaborative outsourcing.

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