Everest Group

MAY 9, 2024

The revolutionary integration of digital CX solutions is significantly transforming customer experience service delivery. While benchmarks like Average Handling Time (AHT), First Call Resolution (FCR), and other Service Level Agreements (SLAs) have been integral, the current era demands a recalibration.

Service 147

Service Collaborations Outsourcing Services Contracting 147

Everest Group

FEBRUARY 24, 2023

It is no secret that when buyers evaluate proposals for IT and BPO work in a managed services model, they consider various criteria such as provider capabilities, cultural alignment, pricing, etc. Example 2 : A leading BPO service provider was in the middle of its managed BPO services contract with a large UK-based client.

BPO 130

BPO Services Contracting Outsourcing Manufacturing 130

Everest Group

NOVEMBER 26, 2024

Live Webinar Emerging IT Services Outsourcing Trends and Deal Strategies in EMEA November 26, 2024 | 10 a.m. IST In today’s IT services landscape, early signs of recovery are beginning to emerge. What questions will the webinar answer? What do European organizations expect from their IT service providers?

Outsourcing 130

Outsourcing Service Services Contracting IT Outsourcing 130

Everest Group

DECEMBER 3, 2024

Live Webinar Outsourcing Services Cost and Pricing: The Trends to Know to Focus on the Win December 3, 2024 | 7:30 a.m. IST As the global services landscape continues to evolve, 2024 has brought unique challenges. What questions will the webinar answer? PST | 9.30 CST | 10.30 EST | 3:30 p.m. GMT | 9 p.m.

Outsourcing 130

Outsourcing BPO Service Services Contracting 130