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White Papers & Research

Accounting for Growth
A report by SKS Business Services, Loughborough University and The Chartered Institute of Management Accountants
CIMA_Report_SKS_Final_(2).pdf

Customer Intelligence is the New Black
Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points. A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise. This white paper unravels why Customer Intelligence is the New Black, by addressing some key questions...
Firstsource_-_customer_interaction_analytics.pdf

Social media customer experience
Consumers are increasingly turning to social media to express their concerns regarding airline service. More than 5,000 posts on social media sites (Facebook and Twitter) were directed at the client every day, with the number increasing rapidly and response times were deemed inadequate. Responses to tweets and comments were done only when the client’s website manager was available. The client required a more efficient method to respond. The client’s requirements included a personal touch for management of social networking sites and a faster way to provide feedback to consumer queries. The client needed this engagement to go live in 20 days.
Aegis_-_social_media_customer_experience.pdf

Outsourcing: Transformed by the Digital Revolution
A white paper by Ember looking at the behaviours needed to accelerate the adoption and growth of new digital channels within the outsourced environment.
Ember_Services_Outsourcing_White_Paper.pdf

Employee Engagement - Delivering a Customer Service Revolution
The contact centre industry is at a crossroads: Businesses in the retail sector need to realise that real, tangible and meaningful change is needed for the industry to deliver and profit from a 21st century service that customers enjoy using and staff feel proud to be a part of.
Employee_Engagement_Delivering_a_Customer_Service_Revolution_White_Paper.pdf

Protecting & Growing Sales in a Multi-Channel World
As businesses increasingly implement technology that changes the ways in which they interface with consumers, one issue resonates with them more than any other:
Digital_Revenues_White_Paper_Final.pdf

State of Relations in Outsourcing
A MooD International Report looking at the state of relations in outsourcing between suppliers and clients for some of the UK's largest companies.
State_of_Relations_in_Outsourcing_Dec_20131.pdf

The ‘Now’ Generation & the Customer Communications Gap
Today's consumers expect everything now. This has huge implications for the way organisations respond to their needs. These high service expectations are likely to have been set by interactions with online retailers such as Amazon, searches on Google, or the slick shopping experience found at the local Apple store.
A_Serco-VoiceSage_White_Paper.pdf

On-demand, cloud and SaaS companies uptime study
Nowadays, internet companies and their associated customers are increasingly relying on the Cloud for their services. This obviously has many advantages. However, there are also a few very serious downsides of providing and using software, infrastructures and services from the cloud.
On-demand,_cloud_and_SaaS_companies_availability_study_Text.pdf

Global business services: opportunity or risk for CFOs?
New research from ACCA looks at the challenges facing finance leaders when implementing global business service models (GBS) – the aggregation of functions such as finance, human resources and IT into one organisational construct.This report discusses the implications of global business services for the finance function.
Global_business_services_opportunity_or_risk_for_CFOs.pdf

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