Anexa BPO

JULY 22, 2021

“Indirect Procurement” – the act of purchasing services or supplies required to keep the day-to-day business alive. Without indirect procurement, businesses would not be able to operate in an effective fashion – typically, it is responsible for 15-27% of a company’s total revenue. Sound familiar?

outsourcing 40

outsourcing Business Process Outsourcing Marketing Management 40

Vistio

MARCH 23, 2021

Vistio’s Executive Managing Director, Gregg Antenen, recently met with Phil Ideson, the host of Art of Procurement , to discuss how Vistio helps your agents deliver quick, accurate, and consistent customer service. Vistio is changing the way the industry integrates technology, people and processes to achieve excellent customer service.

Technology 52

Technology Customer Service Management 52

Taylor Reach Group

FEBRUARY 20, 2021

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a regional donated organ procurement agency in the US. The Taylor Reach Group, Inc.,

Contact Center 48

Contact Center Healthcare Best practices Benchmark 48

Cisco - Contact Center

APRIL 14, 2023

I’ll get right to the big news: Cisco channel partners can now sell the Cisco expanded SaaS portfolio on AWS marketplace, along with Cisco Enterprise Agreements (EAs). If it’s software from Cisco, you… Read more on Cisco Blogs

SaaS 87

SaaS Enterprise 87

BlueOcean

MARCH 14, 2024

This means that your role in procurement is infinitely more complex—and yet also more purposeful. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out. But outsourcing your customer care partner isn’t a common procurement event. Work backwards if needed.

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

CCNG

APRIL 13, 2021

This is a large-scale project and long-term decision, so it is frequently recommended to use an RFP procurement process to identify the vendor that will best meet your business’s needs and budget.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

ShepHyken

FEBRUARY 4, 2024

Buyers/procurement professionals are still consumers at some level. My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. There’s not a lot of difference. For many B2B companies, this article is spot on.

Customer Service 151

Customer Service B2B B2C Engineering 151

CSM Magazine

DECEMBER 15, 2023

Inefficiencies in procurement, inventory management, and order processing can hinder business performance. The reliance on traditional procurement methods and paper-based systems can result in inefficiencies that impact the entire supply chain.

B2B 52

B2B Marketing Analytics Management 52

C3Centricity

APRIL 9, 2024

This realm is characterized by: Longer Sales Cycles: B2B transactions often involve substantial investments, necessitating a more extended period of deliberation, approval, and procurement processes. A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult.

B2C 90

B2C B2B Marketing Accountability 90

Fonolo

DECEMBER 1, 2022

READ OUR FULL SOFTWARE PROCUREMENT GUIDE: How to Buy Contact Center Software. We’ll help you piece together the puzzle as we unpack the options: identifying game-changing features, discussing procurement, and shining a light on industry trendsetters who are breaking new ground. . How to Buy Contact Center Software.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

BlueOcean

FEBRUARY 22, 2024

If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. Read more about ESG and the RFP here.)

outsourcing 71

outsourcing Customer Care Entertainment Government 71

HGS

MAY 20, 2018

These examples were designed to both support consumers in the way they want to communicate and also drive down costs in the long term, but whilst the Government show that being brave and seeking new ways of working can be successful, it is not clear why these strategies have not yet been adopted as standard procurement requirements.

Government 100

Government Customer Service Chatbots Self service 100

CSM Magazine

NOVEMBER 11, 2022

PCI Pal , the global SaaS provider of secure payment solutions, has certified as an approved supplier on the Government’s G-Cloud 13 procurement framework. ” G-Cloud 13 features over 4,200 suppliers, providing access to more than 31,000 services.

Government 52

Government SaaS Sales Customer Service 52

Spearline

JUNE 18, 2020

In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. For more information, In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host!

Marketing 105

Marketing Management 105

CX Global Media

OCTOBER 15, 2018

You know one of the things that we want to help our customers with is not making it a commodity or giving them something that’s above just sending it to procurement. But you’re telling me this is different for you guys. Joe White : Yeah, we think it’s very different. Joe White : Yeah, we think it’s very different.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

ClientSuccess

NOVEMBER 23, 2021

InfoSec teams are reliant on sales or procurement teams to bring them into these conversations early on, leading to misunderstandings or misinformation being shared. While introducing vendor security posture into new vendor conversations early on sounds like a great idea in theory, it does come with some complications.

SaaS 76

SaaS Sales Marketing Management 76

Contact Center Pipeline

DECEMBER 28, 2017

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the bottlenecks that hampered premise-based selection, implementation and upgrades.

Technology 113

Technology Sales Service level Contact Center 113

Interaction Metrics

SEPTEMBER 13, 2023

With B2B CX, there are multiple decision-makers , often including IT Managers, the COO, Procurement personnel, and more. Sure, some consumer purchases like a new house are spendy, but these purchases are rare, happening at most every few years. It’s a true partnership. B2B customers often develop new ideas for product upgrades.

B2B 62

B2B Feedback Metrics Surveys 62

BlueOcean

JULY 20, 2023

Vendor kick-off meetings are a procurement best practice in our world. And, for the most part, procurement professionals are giving bidders 60-90 minutes to pitch online where they would normally have given bidders at least two hours to pitch in-person. The Kick-Off: Vendor Meeting Best Format: Virtual. Natural dialogue is harder.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Working Solutions

APRIL 13, 2022

It’s much easier to retain customers than it is to procure new ones. When it comes to selling products and services, often a company’s focus is pursuing new customers. However, those customers you already have are more valuable than you likely realize. What are you doing to keep your existing customers, who are vital to […].

Customer retention 52

Customer retention Sales 52

PeopleMetrics

DECEMBER 27, 2019

Legal & Procurement. The other internal departments that you will likely need to interact with are legal and procurement. A related department, procurement, may also get involved if you decide to go out to “bid” for VoC software and services. At times, legal will need to approve the questions that you are asking customers.

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

BlueOcean

MAY 14, 2018

However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. It’s just an unfortunate part of the procurement process (we’ve all been there). 5 Top Procurement Tips for Seeking an Outsourced Contact Center.

Contact Center 85

Contact Center outsourcing Feedback Customer Experience 85

BlueOcean

AUGUST 7, 2018

It’s the type of decision that is well-suited to a formal RFP and procurement process. If you’re the one in procurement, responsible for sourcing a partner, this is the guide for you. Even if your RFP process is driven by the procurement team, stakeholder involvement is essential. And it doesn’t have to be a painful process.

Contact Center 75

Contact Center outsourcing Consulting Consulting 75

COPC

SEPTEMBER 9, 2022

The company created the COPC Standards , a collection of performance management systems for call center operations, customer experience management, vendor management and procurement.?? Today, COPC Inc. is an innovative global leader empowering organizations to optimize the delivery of a superior service journey.? Organizations worldwide?

Best practices 100

Best practices Benchmark Consulting Consulting 100

Nexmo

JULY 16, 2018

As businesses and customers have come to rely on virtually unlimited digital communication to procure services and exchange information, privacy cannot be overlooked. Customers value it; businesses must defend it.

APIs 97

APIs Customer Support 97

ShepHyken

DECEMBER 20, 2019

Customer retention and procurement will help to increase your bottom line. A large percentage would even pay more for a product or service if they’re guaranteed great customer care. Despite the initial costs, the benefits of establishing a robust CX strategy will pay off. But where do you start?

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Ensuring your company’s stakeholders and procurement leaders work collaboratively on scoring and evaluating the responses is essential. After the RFP.

Contact Center 59

Contact Center outsourcing Consulting Consulting 59

Contact Center Pipeline

DECEMBER 27, 2017

Rural school districts can face particular challenges in procuring and sustaining high-speed Internet access in every classroom. Here are five of the most important victories for K-12 connectivity in 2017. The FCC Announced Rural Broadband Month. For the first time, the FCC designated August as Rural Broadband Month.

Government 159

Government Education 159

Voiance

JUNE 18, 2019

The trouble starts when the procurement team decides to shop on price alone. Businesses and government agencies in the market for remote interpretation services can and should take per-minute price into consideration. Budgets are often tight, and savings on one line item can help offset others.

industry standards 65

industry standards Government Marketing 65

Unymira

APRIL 14, 2021

1 All of this means that it’s important than ever for sourcing, procurement and vendor management leaders (SPVM) to understand SAP’s cloud licensing models to avoid expensive mistakes.

SaaS 52

SaaS Marketing Management 52

BlueOcean

MAY 29, 2019

The procurement process can be a thing of beauty. It’s a worthy goal, but procurement can’t happen in a vacuum. Then you can deliver a tightly curated list to procurement to let them do what they do best. Process vs Strategy. It exists to achieve consistency, efficiency, and objectivity. What Should You Be Looking For?

Contact Center 74

Contact Center outsourcing Metrics Personalization 74

Spearline

JUNE 18, 2020

In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host!

Marketing 52

Marketing Management 52

Spearline

JUNE 18, 2020

In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. For more information, In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host!

Marketing 52

Marketing Management 52

Connect

JANUARY 12, 2021

Conn3ct is delighted to have secured its space on the UK public sector procurement framework, G-Cloud.

Cloud contact 52

Cloud contact Management Customer Experience 52

ClientSuccess

SEPTEMBER 13, 2022

Regardless of ‘when’ onboarding starts, these processes and workflows are often the first genuine partnership the customer user team (aka not the procurement team) has with your organization. Depending on how your team manages customer onboarding workflows, onboarding can kick off before a deal is officially signed.

Benchmark 76

Benchmark Metrics Education Accountability 76

CSM Magazine

APRIL 2, 2024

Unless you’re an expert, outsource some supply chain activities to third parties in logistics, procurement, and customer services. Don’t Try to Manage a Supply Chain In-House Overseeing an entire supply chain will eventually lead to massive amounts of time and effort you shouldn’t have to spend.

Calibration 40

Calibration Transportation Analytics outsourcing 40

CSM Magazine

AUGUST 10, 2023

” Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services. This substantiates Sabio’s growth, innovation, and dedication to helping improve the digital experiences of our public sector customers.”

Wireless 52

Wireless Government Technology Customer Experience 52