Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on!
Maybe your organization is so early in the discovery phase that you’re not sure if you’re actually going to outsource at all. You’re looking at potential outsourcers to see if it even makes sense. If that’s the case, here are a few discerning questions to ask:
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You know that partnering with a contact center outsourcer is more than just signing on another vendor. This means that your role in procurement is infinitely more complex—and yet also more purposeful.
What does it really look like to source a strategic partnership with an outsourced customer care provider? We sat down with Director of Strategic Sourcing and Logistics at St. Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. We chatted about:
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When the entire outsourcing process can easily take 12-18 months from discovery to go-live, the nightmare is that the entire process is derailed at the eleventh hour because a bidder couldn’t follow through. To avoid that headache (and massive waste of resources), shortlisting potential partners is critical. More is not necessarily better. Here’s the shortlist of tips:
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You know procurement inside out. But outsourcing your customer care partner isn’t a common procurement event. That’s why we put together this fundamental guide to the contact center RFP. Here’s the highlights:
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Until recently, we were strong proponents of making on-site visits to your shortlist of vendors before the RFP process even happened. It was a surefire way to confirm the bidders on your list could be successful potential partners.
But then, you know, the pandemic.
More often than not, all meetings, pitching, and negotiating are now done virtually. But that doesn’t mean you should nix on-site visits entirely.
In this article, we look at the pros and cons of virtual versus on-site meetings—as well as the best practices for each stage of the outsourcing process.
You don’t want to skip this one. Read more here >
When you’ve made the big decision and decided on a contact center partner (congrats!), the next step is to collaborate on a roadmap moving forward. Or, in other words, build a robust Statement of Work (SOW). In this article, we explore exactly what it takes to build an effective SOW.
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Contact center implementation is an art and science. Achieving a smooth transition will only happen when every milestone and moving part is defined with clear expectations, detailed plans, and dedicated resources. Here’s what you need to ensure a successful launch: