Contract Management

“People-First” Approach is Key to IT Managed Services Transition Success

Posted: 10/17/2018 - 08:51
Successful IT managed services (ITMS) transitions require an equal amount of due diligence and effort from the enterprise as well as the new service provider. Most of today’s market leading service providers bring tools, templates and processes that are very similar on paper and are table stakes for competing in the industry.

Re-engineering a Corporate Real Estate Service Organization: Strategic Sourcing

Posted: 10/06/2018 - 00:38
In Part I: Operational Review, the team identified what needed to be done and determined the optimal delivery model. In Part II: Strategic Sourcing, we will examine the strategic sourcing process, including: 
 
  1. Supplier Pre-Qualification
  2. Bid Strategy
  3. Request for Proposal/Solution/Partner Development

Right place, right time: the growth of the cloud contact centre market

Posted: 04/02/2016 - 02:35

Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.

The latest research from the Cloud Industry Forum has found that 46 per cent of UK-based organisations use cloud-based contact centres today, a figure that is expected to increase to 68 per cent over the next few years. These results confirm the value of cloud-based contact centres and their ability to transform customer service and engagement.

Jean Tirole: The science of taming powerful firms

Posted: 12/22/2014 - 09:07

Jean Tirole, the French professor of economics who recently received the Nobel Prize, is one of the most influential modern economists for his extensive theories and rigorous mathematic analysis of strategic behaviour and information economics in what is known as “Industrial Organisation” (IO).

As part of his research, he studied firms and markets where a firm had “power” to dominate the market and perhaps abuse that power.

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