Making virtual contact Six lessons for building a scalable customer contact model. Kim SOKOL

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Making virtual contact Six lessons for building a scalable customer contact model. Kim SOKOL"

Transcription

1 Making virtual contact Six lessons for building a scalable customer contact model Kim SOKOL

2 /02 As service once again becomes a key differentiator for brands, the c-suite and operational staff are finally on the same page both are looking longer and harder at the prospect of virtual service delivery that is both scalable and of high quality. But how does an organization achieve this in a contact center environment? With so many fixed costs and the very real prospect of high staff turnover, contact centers are rarely seen as hubs of innovation. Yet the rise of the virtual agent workforce is changing all that, fast.

3 Introduction /03 Virtual contact center agents and the processes, management style and technology that support them should not be seen as cost-cutting measures per se. Instead, they are a tool to improve business reaction times and access on-demand capabilities that can, and should, improve service quality. For some businesses, which are accustomed to the peaks and troughs of seasonal demand, the issue of scalability has been a long-running concern. For other businesses, the productivity and cost-efficiencies of virtual environments are taking on new relevance as economic imperatives apply continued pressure. The benefits of virtual agent models are clear: 1. Businesses are not required to carry large, extra headcount volumes at the enterprise level. 2. The utilization of each agent is maximized and agents are given the right amount of work. 3. Delivery of quick response times to call volume fluctuations to avert service level crises. Here are six key recommendations for ensuring your virtual contact center workforce can deliver these benefits. In fact, virtual agents in a well-managed technical environment can reduce costs, lower enterprise risk and raise the bar on service quality.

4 1 /04 Invest in your intellectual capital and robust partnerships

5 Invest in your intellectual capital and robust partnerships /05 Repeatable service outcomes require planning and structure, but not necessarily permanency. Every contact center is ultimately seeking to deliver great, repeatable service outcomes to its customers. This is how loyalty, trust and sustainable business propositions are built. So, even though many contact centers will use highly competent and efficient temporary labor for some aspects of their work some of the time, relying on this approach without considering the strategic value of your contact center workforce is rarely advisable. This is not to say you shouldn t hire temporary labor for your center, but that you simply must have a strategic approach to doing so. This is primarily because, without some level of continuity or holistic planning, a temporary workforce will find it difficult to provide the consistency of quality that your business strategy demands. Any good outsourcing model should provide the opportunity for your outsourcer to build deep knowledge about your business, and to continuously work with you (as your partner) to enhance and refine the model in response to changing business conditions.

6 Invest in your intellectual capital and robust partnerships /06 If quality and efficiency are your goals, you need a scalable approach that delivers these three things: The right model for business that s well managed and is supported by good technology (your own or your outsourcing provider s); Access to training and recruitment processes that support quality service outcomes, even during demand fluctuations; An outsourcing relationship that is based on shared operational understanding and continuous improvement. If you want to improve your service outcomes and innovate your business model at the same time, there s plenty of evidence that the right virtualization partner can enable your contact center to lead that charge instead of just following it.

7 2 /07 Seek to lower all kinds of service and scale risk

8 Seek to lower all kinds of service and scale risk /08 It s not just during emergencies that the value of a virtual contact center should be recognised. We all know about the business continuity benefits of virtual workforce models this is nothing new. But, what about the incremental, less visible continuity issues that arise in contact center environments on a daily basis? We would argue that a virtual agent workforce model is perhaps most valuable in addressing the everyday issues of scale, not just those that arise during emergencies. Hurricane Ike: Virtual agent contact center Our experience of running a virtual agent contact center during Hurricane Ike proved its business continuity benefits under extreme circumstances. Leading up to and during Ike s impact, our team achieved the following: Hired 60 contact center agents by the customer s target date. These agents were recruited outside the customer s region, which meant they were not affected by the hurricane and could provide the assistance needed. Addressed the customer s space constraints and lack of training resources by successfully training those agents in an existing Kelly facility, which was converted into a classroom and on-the-job training environment. Answered more than 30,000 calls over a 10-day period during the hurricane catastrophe period in addition to its core responsibilities day-to-day. Managed agent performance to established customer service levels using our own KellyConnect call center technology.

9 Seek to lower all kinds of service and scale risk /09 Operational scale demands can be generated by any number of internal or external forces, including: Seasonal demand: The floristry industry has extreme peak needs during Valentine s Day, Mothers Day, Thanksgiving and Christmas. A virtual solution ensures proper training plus easy management of the required peaks, without expanding training facilities or adding full-time employees. E-commerce activities: In some cases, service agents need to verify and validate customer requests and posts through their global e-commerce sites. Given the difficulty in predicting traffic in peer-to-peer commerce, a virtual model is ideal to support this low-cost business model because it is easily and quickly scalable in response to variability in web traffic. Marketing activities and sales: A virtual solution manages the demand peaks generated by time-sensitive special offers that can be the result of specific marketing activities. The virtual agent network maintains service quality at all hours of the day and night.

10 3 /10 Turn training processes into strategic assets

11 Turn training processes into strategic assets /11 Competitive advantage requires focus, repetition and training scalability at the right cost. A repeatable, high-quality training capability is the beginning of a serious competitive advantage for any contact center. As long as the learning curve associated with each new hire can be accurately predicted, managed and facilitated through a highly supportive virtual environment, with real-time feedback and collaboration tools, virtual agents will do as well as inhouse agents. And, the faster they can be trained and deployed, the more attractive the training investment is for both parties. In our experience, a best-practice training approach that scales well without sacrificing quality requires the following: Flexibility in the ratio of full-time/part-time agents. A minimum number of part-time hours should be provided to retain part-time workers and ensure they do not seek additional employment elsewhere.. A 70% FTE utilization rate this provides the appropriate level of engagement without risk of burn-out.

12 Turn training processes into strategic assets /12 A strong training program that enables agents to enter your workforce quickly and competently will also assist in talent retention, providing the flexible work that many good employees want. Those who simply cannot access a physical work location for any number of reasons can be attracted and retained by virtual models. Typically, the larger the footprint of a virtual workforce, the easier it is to leverage the benefits of a scalable training program that can flex up or down across a virtual network, all the while building intelligence about your customers and your processes. Tailored approaches for small organizations can also realize the same benefits over time.

13 4 /13 Consider each model in light of budgets and talent supply issues

14 Consider each model in light of budgets and talent supply issues /14 Getting the right mix of in-house and outsourced labor means something different for every business, so choose your virtual model wisely. In a virtual contact center model, your ability to attract and retain talent will depend almost entirely on the quality of the employment and service experience that your specific model enables. Your ability to alter the mix of in-house and outsourced labor fits squarely into budget and headcount constraints allocated by leadership and both of these issues must be considered carefully before choosing which virtual model will work for your business. Simplified, there are three basic outsourcing approaches that provide flexible access to labor in a virtual model: 1) A pilot program: This is a good way to get your feet wet and gain valuable insights for your business before committing to one specific virtual model. You may wish to provide the technology solution to support the model, or the outsourcer may provide it, but it is critical that clear separation between your pilot program and your existing model is created in order to compare data. If both teams are sharing technology, be

15 Consider each model in light of budgets and talent supply issues /15 clear about how you will separate the data for comparison at the outset. Selecting a proven partner in the virtual space who understands the complexities and management strategies required for successful virtual operations will be critical in both setting up your pilot and comparing it with existing operations. 2) Outsourced Solution (with thought leadership and direction provided by the customer): Many companies who understand the value of outsourcing and the operational expertise that comes with an outsourced model, remain reluctant to turn over the keys to the ship. An outsourced partnership, by definition, is just that one of collaboration and ongoing input from the customer with the focus on day-to-day management and oversight provided by the outsourcer. The customer maintains control and direction over where the ship is headed, while the outsourcer provides all the functions behind the scenes to keep the ship afloat and fully operational. 3) Complete navigation: Some customers have very clear SLA and metric expectations and want to completely turn over the function to an outsourcer, expecting service delivery of the goals. In this scenario, how the outsourcer gets there, how they choose to navigate, combined with full operation of the behind the scenes functions remain 100% with the outsourcer. This relationship still requires a partnership for success, yet there is less directional involvement than option two.

16 5 /16 Remember, it s the culture that binds

17 Remember, it s the culture that binds /17 In virtual workforces, a shared vision is key to success. It is not location or physical proximity, but a shared vision and purpose that make positive collaborations possible. It is not an office building, but leadership, culture and a clear understanding of the task ahead that sets employees on a parallel course with your business goals. That s why, when building a virtual workforce model for customer contact roles, it s important to foster both a sense of trust and of personal responsibility, but also a sense of being part of something collective. This requires an employer brand that is accessible and applicable to both in-house and outsourced labor. A successful virtual customer contact center is one in which the brand is embodied by tangible actions not just words. It s enabled by technology, but it is facilitated and reinforced by good management practice and a supportive culture that promotes feedback, diversity and inclusion.

18 Remember, it s the culture that binds /18 Apart from having technology that enables effective collaboration and feedback on staff performance, a good virtual model must fulfil the following criteria: Ensure internal communications strategies adequately address the virtual workforce and engage them in dialogue. This means scheduling all-staff meetings/updates in a way that enables virtual workers to participate, as well as actively seeking input from virtual workers about change, strategy and big-picture business issues, as well as the day-to-day operations. It also requires analysis of data collected about this workforce segment to ensure their input/feedback is addressed. Ensure adequate representation of this workforce segment in management team decisions. Depending on the size of the workforce and the structure of your organization, direct managerial representation for virtual workers may not be required, yet ensuring their unique circumstances and value is considered when new strategies, policies and procedures are developed will be. This segment holds specific knowledge, and having adequate channels to filter this up to senior management is an important way to keep customer interests at the center of the organization.

19 Remember, it s the culture that binds /19 Avoid special treatment or different policies for one segment of the workforce unless there is a clear, practical reason why this is the case. Virtual technology may facilitate agility and efficiency, but it cannot make these things happen alone. Your outsourcing provider and the virtual team it engages must know your business, understand your customers and play an integral role in developing service intelligence in the virtual space.

20 6 /20 Look for a turnkey approach if you re new to virtualized workforces

21 Look for a turnkey approach if you re new to virtualized workforces /21 Every innovation is an experiment. Finding a proven model that has already worked elsewhere lowers the risk of moving to a virtual work model. KellyConnect is a proven and effective, scalable virtual model for customer-facing staff. Our solutions have been tested and used consistently on a large scale, by thousands of agents in various locations. We ve discovered through this experience that any model you choose must have the following: Appropriate use of automation in handling customer inquiries Training on appropriate use of the knowledge base and skill-set of each agent Skill-based routing to direct calls in the most efficient way An appropriate mix of both full-time and part-time agents in the baseline staffing population to ensure the model can be scaled up or down with seasonality An opportunity for self-service when appropriate.

22 Look for a turnkey approach if you re new to virtualized workforces /22 The other critical element in a turnkey approach to virtualization is the need for the right social media tools and processes to reinforce your company culture and unique approach to service differentiation. The solution must be robust enough to facilitate communication and collaboration that is as good as (if not better than) that which is experienced by an internally housed team.

23 Conclusion /23 At Kelly, we have worked with many companies large and small across most industries to implement virtual customer contact and technical support workforces. We have seen virtual workforces deliver results through our own technology solution, as well as with our customer s own platforms. We have also seen a virtual model become critical to contingency plans as well as fundamental to operating smarter on a daily basis. We ve seen it improve service, not just the bottom line. Virtual models are no longer technological experiments they are a proven way to manage issues of scale better, cheaper and faster. References:

24 For more thought leadership go to talentproject.com About the author Kim Sokol is the Strategic Development Director for KellyOCG s KellyConnect Center of Excellence. Kim joined KellyOCG in 2008 to help launch KellyConnect outsourcing solutions. She is responsible for both sales and account management of customer care and service desk programs. Kim holds a bachelor of science degree from the United States Military Academy at West Point. She earned a masters degree in business administration from Wilmington University and has over 20 years of administration, operations, and sales experience. She is also a Certified Outsourcing Professional (COP) with the International Association of Outsourcing Professionals (IAOP) and is currently serving as President of the Great Lakes Chapter of SOCAP International. About KellyOCG KellyOCG is the Outsourcing and Consulting Group of workforce solutions provider Kelly Services, Inc. KellyOCG is a global leader in innovative talent management solutions in the areas of Recruitment Process Outsourcing (RPO), Business Process Outsourcing (BPO), Contingent Workforce Outsourcing (CWO), including Independent Contractor Solutions, Human Resources Consulting, Career Transition and Executive Coaching, and Executive Search. KellyOCG was named in the International Association of Outsourcing Professionals 2013 Global Outsourcing 100 list, an annual ranking of the world s best outsourcing service providers and advisors. KellyConnect is a pioneer in the set-up and maintenance of virtual workplaces. We have access to local talent via 440 Kelly-owned branches across the US. We combine this with the intellectual property of understanding how to deliver plug-and-play technology solutions (if you don t have your own). Further information about KellyOCG may be found at kellyocg.com. EXIT

Show your value, grow your business:

Show your value, grow your business: Show your value, grow your business: A SUPPLIER GUIDE TO MOVE FROM A TRANSACTIONAL PROVIDER TO A STRATEGIC PARTNER KAREN A. CALINSKI INTRODUCTION /02 At KellyOCG we take a holistic approach to talent sourcing

More information

the growing demand for niche skills: HIGH TECH BY STEVEN SCOTT Vice President of Global Solutions

the growing demand for niche skills: HIGH TECH BY STEVEN SCOTT Vice President of Global Solutions the growing demand for niche skills: HIGH TECH BY STEVEN SCOTT Vice President of Global Solutions 2 THE HIGH TECH INDUSTRY has remained remarkably resilient in riding the economic roller coaster of recent

More information

PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER

PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER THE FUNDAMENTAL S OF MANAGED SERVICE PROVIDER (MSP) PROGR AMS PART 1 OF 3 PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER CONTENTS p3 Introduction p4 Why an MSP is Important p6 What Is an MSP?

More information

Six key trends in outsourcing Dominic J. Asta

Six key trends in outsourcing Dominic J. Asta Six key trends in outsourcing Dominic J. Asta /02 Outsourcing has never been the same as offshoring, yet it seems the two concepts have become increasingly interchangeable over the past decade. Despite

More information

UNLOCKING THE VALUE OF THE TOP SUPPLIERS

UNLOCKING THE VALUE OF THE TOP SUPPLIERS UNLOCKING THE VALUE OF THE TOP SUPPLIERS THE POWER OF OPTIMIZING YOUR TALENT SUPPLY CHAIN TOM TISDALE TABLE OF CONTENTS 3 Introduction 4 Analytics considers the continuous flow of talent through a business

More information

innovative solutions

innovative solutions Finding the best talent is humanly possible Recruitment Process Outsourcing Looking for talent? the best Having the best talent is a competitive advantage in today s demanding and complex world. Because

More information

WHAT CAN BE MEASURED, CAN BE IMPROVED

WHAT CAN BE MEASURED, CAN BE IMPROVED WHAT CAN BE MEASURED, CAN BE IMPROVED TAKING A CLOSER LOOK AT YOUR CANDIDATE RECRUITING EXPERIENCE MARIA ROSPLOCH AND THOMAS F. KAMINSKY /02 the nearest exit In an ever-increasing struggle to secure top

More information

Your Workforce is Changing and So is the way. You Manage it

Your Workforce is Changing and So is the way. You Manage it Optimizing a contingent workforce is humanly possible Managed Service Provider Your Workforce is Changing and So is the way You Manage it In a fast-paced, unpredictable marketplace, organizations must

More information

strategic workforce planning: building blocks to success

strategic workforce planning: building blocks to success strategic workforce planning: building blocks to success Foreword by Tom Kaminsky The ability to attract and retain people with valuable skills that meet business objectives is vital for companies seeking

More information

To learn more about Talent Based Outsourcing from ManpowerGroup Solutions, visit www.manpowergroupsolutions.com.

To learn more about Talent Based Outsourcing from ManpowerGroup Solutions, visit www.manpowergroupsolutions.com. To learn more about Talent Based Outsourcing from ManpowerGroup Solutions, visit www.manpowergroupsolutions.com. Or to set up a meeting, please email tbo@manpowergroup.com. 2012 ManpowerGroup. All rights

More information

Contact Center TotalCare Enhanced Services

Contact Center TotalCare Enhanced Services ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.

More information

The what, why, when and how of Strategic Workforce Planning

The what, why, when and how of Strategic Workforce Planning Future-proof your workforce The what, why, when and how of Strategic Workforce Planning Susan DeFazio Table of contents 3 Introduction 5 What does good SWP look like? 7 Why SWP matters to risk & operational

More information

Part 2: sourcing models

Part 2: sourcing models The Fundamentals of Managed Service Provider (MSP) Programs Part 2 of 3 Part 2: sourcing models By Jennifer Spicher contents This is the second of a three-part series designed to outline key components

More information

Address key business priorities with a strategic approach to outsourcing

Address key business priorities with a strategic approach to outsourcing Address key business priorities with a strategic approach to outsourcing This paper explores what your company can do, starting today, to win in its markets with smart outsourcing. Points of consideration

More information

Office 204 Building 1, Dubai Internet City P.O. Box 26359, Dubai, United Arab Emirates T: +971 4 3910460 E: info@manpower-me.

Office 204 Building 1, Dubai Internet City P.O. Box 26359, Dubai, United Arab Emirates T: +971 4 3910460 E: info@manpower-me. Office 204 Building 1, Dubai Internet City P.O. Box 26359, Dubai, United Arab Emirates T: +971 4 3910460 E: info@manpower-me.com W: ManpowerGroup Global Vision We lead in the creation and delivery of innovative

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

Transform your customer relationships. Avanade Enterprise CRM Solutions

Transform your customer relationships. Avanade Enterprise CRM Solutions Transform your customer relationships Avanade Enterprise CRM Solutions Avanade has deployed more Microsoft Dynamics CRM solutions than any other organization in the world. Our CRM experts utilize our global

More information

HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT

HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT A HARVARD BUSINESS REVIEW ANALYTIC SERVICES REPORT HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT Copyright 2015 Harvard Business School Publishing. sponsored by HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT AS MARKETS,

More information

Workforce Planning: Strategic Insourcing Is Your Competitive Advantage!

Workforce Planning: Strategic Insourcing Is Your Competitive Advantage! Workforce Planning: Strategic Insourcing Is Your Competitive Advantage! A white paper from Workforce Planning: Strategic Insourcing Is Your Competitive Advantage! As of Q4 2010, consultants, independent

More information

Cloud CRM. Scalable solutions for enterprise deployment

Cloud CRM. Scalable solutions for enterprise deployment Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated

More information

Outsourcing Rigor FIVE STEPS FOR IMPLEMENTING OUTSOURCING ENGAGEMENTS IN HIGHLY REGULATED ENVIRONMENTS MICHAEL KOPER AND JUAN LUEVANO

Outsourcing Rigor FIVE STEPS FOR IMPLEMENTING OUTSOURCING ENGAGEMENTS IN HIGHLY REGULATED ENVIRONMENTS MICHAEL KOPER AND JUAN LUEVANO Outsourcing Rigor FIVE STEPS FOR IMPLEMENTING OUTSOURCING ENGAGEMENTS IN HIGHLY REGULATED ENVIRONMENTS MICHAEL KOPER AND JUAN LUEVANO Regulation can present major obstacles for businesses that outsource

More information

12090c 12090c. Is Cloud the way forward for Manufacturing Industries?

12090c 12090c. Is Cloud the way forward for Manufacturing Industries? 12090c 12090c Is Cloud the way forward for Manufacturing Industries? Table of Contents Introduction Challenges in the Manufacturing Industry So how can these Critical Business Imperatives be addressed

More information

Global Trends in RPO & Talent Recruitment 2014. pam berklich

Global Trends in RPO & Talent Recruitment 2014. pam berklich Global Trends in RPO & Talent Recruitment 2014 pam berklich The Recruiting Challenge Map Far from simply filling existing gaps as quickly and economically as possible, recruiting has become a high-stakes

More information

Integrating Contingent Labour into Strategic Workforce Planning

Integrating Contingent Labour into Strategic Workforce Planning Wednesday, 16 May 09:45 Nine Kings D Concurrent Session: Advanced Practitioner Track Integrating Contingent Labour into Strategic Workforce Planning Moderator: Barry Asin, President, Staffing Industry

More information

Fieldglass industry-leading Vendor Management System (VMS) powers the flexible workforce.

Fieldglass industry-leading Vendor Management System (VMS) powers the flexible workforce. Fieldglass industry-leading Vendor Management System (VMS) powers the flexible workforce. Take a smarter approach to managing your contingent workforce and services procurement programs. FIELDGLASS Manage

More information

Your Recruitment Process & the Recovery:

Your Recruitment Process & the Recovery: Hr WHITEPAPER Your Recruitment Process & the Recovery: Strategies for Success By Josh Sorkin & Jesper Bendtsen P CONTENTS INTRODUCTION: Why Do Companies Outsource? THE Recruitment Models: An Overview Strategies

More information

Branch Staffing: Everything has ALREADY changed and this is only. the beginning. CloudCords Forecaster. Save up to $20,000 per branch per year

Branch Staffing: Everything has ALREADY changed and this is only. the beginning. CloudCords Forecaster. Save up to $20,000 per branch per year Branch Staffing: Everything has ALREADY changed and this is only the beginning. CloudCords Forecaster Get out in front of the dramatic changes in customer behavior to align your staff and your budget to

More information

Achieve full value from your applications. Avanade Application Development Solutions

Achieve full value from your applications. Avanade Application Development Solutions Achieve full value from your applications Avanade Application Development Solutions We have developed a commercial-grade software development factory that I would stack up against any commercial software

More information

DOES YOUR TALENT SUPPLY CHAIN MEASURE UP?

DOES YOUR TALENT SUPPLY CHAIN MEASURE UP? DOES YOUR TALENT SUPPLY CHAIN MEASURE UP? APPLYING ADVANCED DATA ANALYSIS TO YOUR HUMAN RESOURCE NEEDS TOM TISDALE IT skills: 8.3 Reliability: 6.4 Affordability: 3.0 Engineering skills: 7.3 Reliability:

More information

CONSULTING RESEARCH TRAINING VOLUME 2 - ISSUE 11. Three Hot Trends in Recruiting and Retaining Sales Talent

CONSULTING RESEARCH TRAINING VOLUME 2 - ISSUE 11. Three Hot Trends in Recruiting and Retaining Sales Talent CONSULTING RESEARCH TRAINING VOLUME 2 - ISSUE 11 Three Hot Trends in Recruiting and Retaining Sales Talent The Miller Heiman Sales Performance Journal, Volume 2, Issue 11 Copyright 2007 by Miller Heiman,

More information

Consultants on-demand:

Consultants on-demand: Consultants on-demand: A guide to bringing top talent closer to your business EUROPE +44 (0)20 3176 5615 N. AMERICA +1 646 844 7127 Introduction: What lies behind on-demand networks? The way companies

More information

REACHING NEW HEIGHTS IS HUMANLY POSSIBLE END USER SUPPORT

REACHING NEW HEIGHTS IS HUMANLY POSSIBLE END USER SUPPORT REACHING NEW HEIGHTS IS HUMANLY POSSIBLE END USER SUPPORT NEED TO IMPROVE PRODUCTIVITY AND FLEXIBILITY? Today s business environment is competitive, complex and unpredictable. Companies must have the flexibility

More information

Define a Clear Path to Your Talent Management ROI

Define a Clear Path to Your Talent Management ROI White Paper Define a Clear Path to Your Talent Management ROI By Theresa J. Rice, Talent Management Strategist Define a Clear Path to Your Talent Management ROI Abstract The investment you make in a Talent

More information

Part 3: Business Case and Readiness

Part 3: Business Case and Readiness The Fundamentals of Managed Service Provider (MSP) Programs Part 3 of 3 Part 3: Business Case and Readiness By Jennifer Spicher contents This is the final of a three-part series designed to outline key

More information

Enabling Agile, Efficient and Reliable Global HCM Through Integrated Payroll

Enabling Agile, Efficient and Reliable Global HCM Through Integrated Payroll ADP STREAMLINE SM Enabling Agile, Efficient and Reliable Global HCM Through Integrated Payroll HR. Payroll. Benefits. Complex legal and tax mazes, cultural differences and labor laws - the complexity of

More information

How to Scale ecommerce Fulfillment for the Holidays

How to Scale ecommerce Fulfillment for the Holidays How to Scale ecommerce Fulfillment for the Holidays As much as online retail has become an integral component of holiday shopping 1, some online retailers may still hit serious roadblocks during the holiday

More information

Who is BOWEN today? Services Overview. bowenworks.ca

Who is BOWEN today? Services Overview. bowenworks.ca Who is BOWEN today? Services Overview bowenworks.ca BOWEN has evolved over the years. Established in 1974 as an administrative staffing firm, we have leveraged our expertise and reputation in to a full

More information

Helping our clients win in the changing world of work:

Helping our clients win in the changing world of work: Helping our clients win in the changing world of work: Recruitment Process: Why Outsource? A Manpower Insights Paper The future of RPO looks strong despite or perhaps aided by the current global recession.

More information

Analytics-driven Workforce Optimization

Analytics-driven Workforce Optimization Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while

More information

Recruitment Process Outsourcing Methodology Statement

Recruitment Process Outsourcing Methodology Statement Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About

More information

PSI Leadership Services

PSI Leadership Services PSI Leadership Services Strategic Solutions for Your Leadership Needs Select, Promote, & Develop the Leadership Talent Needed to Drive the Growth of Your Business SOLUTION BENEFIT/OBJECTIVE TYPICAL PROJECTS

More information

HELPING YOU GET ON WITH BUSINESS

HELPING YOU GET ON WITH BUSINESS HELPING YOU GET ON WITH BUSINESS We feel like Flex HR is a division of our company. They free us up to do what we do best Wendy Heath, Owner, Heath Construction HELPING YOU GET ON WITH BUSINESS A message

More information

BUILDING STRATEGIC WORKFORCE CAPABILITY

BUILDING STRATEGIC WORKFORCE CAPABILITY BUILDING STRATEGIC WORKFORCE CAPABILITY HOW TO ALIGN RESOURCES WITH STRATEGY FOR BETTER BUSINESS OUTCOMES SUSAN DEFAZIO TABLE OF CONTENTS /04 Creating opportunities with strategic workforce planning /08

More information

Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape

Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape EXECUTIVE SUMMARY Recruitment process outsourcing (RPO) has undergone a transformation. What once was a function focused

More information

When Engaging the Right Talent, One Size Does Not Fit All

When Engaging the Right Talent, One Size Does Not Fit All When Engaging the Right Talent, One Size Does Not Fit All Candidate Preferences in Job Search and Interview Practices This is the first in a five-part series from ManpowerGroup Solutions analyzing the

More information

Achieving Workforce Optimization: Merging Strategy and Technology

Achieving Workforce Optimization: Merging Strategy and Technology Achieving Workforce Optimization: Merging Strategy and Technology The healthcare industry is experiencing unprecedented change, and leaders are facing some of the most difficult challenges in the history

More information

5 myths of supplying talent through a third-party provider model. A guide for third-party talent managers and suppliers

5 myths of supplying talent through a third-party provider model. A guide for third-party talent managers and suppliers 5 myths of supplying talent through a third-party provider model A guide for third-party talent managers and suppliers Thorsten Koletschka /02 Suppliers that play a proactive part to deliver genuine talent

More information

Speakers: Barry Asin, President, Staffing Industry Analysts Ron Mester, President & CEO, ERE Media THURSDAY 11:45 AM PACIFICA 11, 12

Speakers: Barry Asin, President, Staffing Industry Analysts Ron Mester, President & CEO, ERE Media THURSDAY 11:45 AM PACIFICA 11, 12 THURSDAY 11:45 AM PACIFICA 11, 12 Concurrent Session: Threats and Opportunities in a Brave New World: Future State Towards the Staffing Singularity The Evolution of Total Talent Management Speakers: Barry

More information

Workforce Optimization

Workforce Optimization Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable

More information

IT & Management Consulting Services

IT & Management Consulting Services 2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,

More information

Partnering with a Total Rewards Provider

Partnering with a Total Rewards Provider CHAPTER 8 Partnering with a Total Rewards Provider changing market expectations place businesses under constant pressure to raise performance. So all eyes often turn to human resources (HR) to increase

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

Accenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance

Accenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance Accenture and Salesforce.com Delivering enterprise cloud solutions that help accelerate business value and enable high performance 1 Businesses and governments around the world are increasingly adopting

More information

Simply Sophisticated. Information Security and Compliance

Simply Sophisticated. Information Security and Compliance Simply Sophisticated Information Security and Compliance Simple Sophistication Welcome to Your New Strategic Advantage As technology evolves at an accelerating rate, risk-based information security concerns

More information

CUSTOMER SUCCESS STORIES

CUSTOMER SUCCESS STORIES [ Applications Development, MSO ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Financial Services Client Revenue: The parent company holds more than $340 billion in assets

More information

The Drake Suite of Talent Management Solutions. Increasing the Return on your Human Capital Investment

The Drake Suite of Talent Management Solutions. Increasing the Return on your Human Capital Investment The Drake Suite of Talent Management Solutions Increasing the Return on your Human Capital Investment Increasing the Return on your Human Capital Investment An integrated and comprehensive approach to

More information

RPO ASIA RECRUITMENT PROCESS OUTSOURCING. Baker s Dozen. Customer Satisfaction Ratings RPO PROVIDERS 2010 Winner

RPO ASIA RECRUITMENT PROCESS OUTSOURCING. Baker s Dozen. Customer Satisfaction Ratings RPO PROVIDERS 2010 Winner RPO ASIA RECRUITMENT PROCESS OUTSOURCING Baker s Dozen Customer Satisfaction Ratings RPO PROVIDERS 2010 Winner Hudson RPO Asia is proud to be the winner of a number of industry rated awards including:

More information

In-house or outsource? 6 steps to a meaningful business case. sally hunter

In-house or outsource? 6 steps to a meaningful business case. sally hunter Talent Acquisition: In-house or outsource? 6 steps to a meaningful business case sally hunter Rethinking the case for change Whether it s managed in-house or outsourced, the Talent Acquisition function

More information

Service Suite for Communications Mobile workforce management solutions

Service Suite for Communications Mobile workforce management solutions Service Suite for Communications Mobile workforce management solutions No other mobile workforce management provider knows the communications industry like ABB. That s why ABB has become one of the leading

More information

TARGETING RECRUITMENT PROCESS OUTSOURCING

TARGETING RECRUITMENT PROCESS OUTSOURCING TARGETING RECRUITMENT PROCESS OUTSOURCING NelsonHall HR Outsourcing Subscription Service 1 Definition of Recruitment Process Outsourcing (RPO) Recruitment Process Outsourcing is the transfer of operational

More information

Freelance Partnerships That Work. Online freelancing marketplace Professional freelancing network Collaboration platform

Freelance Partnerships That Work. Online freelancing marketplace Professional freelancing network Collaboration platform Freelance Partnerships That Work Online freelancing marketplace Professional freelancing network Collaboration platform More than 80% of large corporations say they are planning to substantially increase

More information

Solutions for Today. Success for the Long Run. 1/8 Next

Solutions for Today. Success for the Long Run. 1/8 Next Solutions for Today. Success for the Long Run. 1/8 Next Our local Austin office has had the pleasure of working with Integrated Human Capital for the past three years, and have found them to be an excellent

More information

Recruitment Process: Why Outsource?

Recruitment Process: Why Outsource? Recruitment Process: Why Outsource? Open House November 2010 Think differently about work. John Loukas Manpower Business Solutions Director 2 RPO - Agenda RPO Overview - Definition RPO as a Talent Acquisition

More information

A HOLISTIC VIEW OF TALENT How to enhance recruiting by building a talent supply chain. JOHN HEALY

A HOLISTIC VIEW OF TALENT How to enhance recruiting by building a talent supply chain. JOHN HEALY A HOLISTIC VIEW OF TALENT How to enhance recruiting by building a talent supply chain. JOHN HEALY CONTENTS p3 p4 p6 Introduction The problems with forecasts Accessing just-in-time talent p10 Beware the

More information

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors Insights, tools and resources to help you Accelerate Your Growth, Scale Your Business and Elevate

More information

Human Capital Financial Statements

Human Capital Financial Statements Presents: Human Capital Financial Statements April 19, 2011 About Human Capital Management Institute The Human Capital Management Institute (HCMI) was founded on the belief that organizations can and must,

More information

IT WORKFORCE PERSPECTIVES

IT WORKFORCE PERSPECTIVES IT WORKFORCE PERSPECTIVES To optimize how organizations attract, develop and retain great IT people, it is critical to evaluate what happens at the line levels of IT and how organizations source, screen,

More information

How HR Software Can Help Deliver a Competitive Advantage

How HR Software Can Help Deliver a Competitive Advantage How HR Software Can Help Deliver a Competitive Advantage whitepaper Content 3 4 6 9 12 Executive Summary What is competitive advantage? How can HR contribute to your competitive advantage? Key HR Software

More information

Strategic Advice from Top-Performing Brands. Global Recruitment Advice

Strategic Advice from Top-Performing Brands. Global Recruitment Advice Global Recruitment: Strategic Advice from Top-Performing Brands Copyright icims, Inc. Global Recruitment Advice Technology has enabled businesses to expand their capacity and hire the best and brightest

More information

QUICK FACTS. Mitigating Co-employment Risk for a Global Interactive Entertainment Company TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Mitigating Co-employment Risk for a Global Interactive Entertainment Company TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Information Technology, Managed Services Offering ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Media, entertainment and gaming Revenue: More than $4 billion

More information

Talent & Organization. Change Management. Driving successful change and creating a more agile organization

Talent & Organization. Change Management. Driving successful change and creating a more agile organization Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s

More information

Executive Insight: Multi-Sourcing. By Rudy Vidal, incontact and Matt McConnell, Knowlagent

Executive Insight: Multi-Sourcing. By Rudy Vidal, incontact and Matt McConnell, Knowlagent Executive Insight: Multi-Sourcing By Rudy Vidal, incontact and Matt McConnell, Knowlagent Although call center environments vary, most executives share two common goals for improving the frontline: to

More information

Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS GERMANY INDIA SINGAPORE MEXICO CHINA

Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS GERMANY INDIA SINGAPORE MEXICO CHINA Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS USA CANADA GERMANY INDIA SINGAPORE MEXICO CHINA ABOUT US WHO WE ARE WHO WE ARE Rapid Global Business Solutions,

More information

HIGH IMPACT RECRUITING HIRE HIGHLY ENGAGED EMPLOYEES SMART & STRATEGIC WAYS TO. High Impact Talent Management

HIGH IMPACT RECRUITING HIRE HIGHLY ENGAGED EMPLOYEES SMART & STRATEGIC WAYS TO. High Impact Talent Management HIGH IMPACT RECRUITING 5 SMART & STRATEGIC WAYS TO HIRE HIGHLY ENGAGED EMPLOYEES High Impact Talent Management The new economy has created a new set of rules for Recruiting. There is mounting pressure

More information

Best Practices of the Most Effective Workforce Management Solutions

Best Practices of the Most Effective Workforce Management Solutions White Paper Recruitment Process Outsourcing Best Practices of the Most Effective Workforce Management Solutions MSP or Contractor RPO? Today, organisations recognise that managing their contingent workforce

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

PRM SOFTWARE AS POWERFUL AS YOU NEED IT TO BE. Partner Relationship Management: A Success Guide for Emerging Growth Companies

PRM SOFTWARE AS POWERFUL AS YOU NEED IT TO BE. Partner Relationship Management: A Success Guide for Emerging Growth Companies PRM SOFTWARE AS POWERFUL AS YOU NEED IT TO BE Partner Relationship Management: A Success Guide for Emerging Growth Companies Table of contents Partner Relationship Management for Emerging Growth Companies...

More information

Resource Management as a Service (RMaaS)

Resource Management as a Service (RMaaS) RTM Consulting Resource Management as a Service (RMaaS) The Case for Outsourcing Resource Management Marc Lacroix Managing Partner RTM Consulting 2 2012-2014. All rights reserved. Overview Every professional

More information

Creating a Holistic and Sustainable Approach to Workforce Planning Globally at John Deere

Creating a Holistic and Sustainable Approach to Workforce Planning Globally at John Deere Creating a Holistic and Sustainable Approach to Workforce Planning Globally at John Deere Today s Presenters Brian Kelly Global Leader, Workforce Analytics & Planning Mercer brian,j.kelly@mercer.com Jacqueline

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

mitigating and managing risk

mitigating and managing risk mitigating and managing risk contingent labor: What C-Level Executives Should Know Eric s. williams Global companies are increasing their reliance on contingent labor but failing to use the same standards

More information

Internship Guide. Get Started

Internship Guide. Get Started Internship Guide This guide provides a roadmap for any company, no matter the size of the business or the industry. Whether you re just getting started or already have an internship program that you want

More information

ecruiting, Retaining & Rewarding Your Supply Chain Workforce

ecruiting, Retaining & Rewarding Your Supply Chain Workforce R ecruiting, Retaining & Rewarding Your Supply Chain Workforce Management Strategies for a Changing Labor Landscape TZA Labor Performance Series Meeting the Challenges of Attracting and Retaining a Skilled

More information

Rethinking Talent Management: Where Do We Go from Here?

Rethinking Talent Management: Where Do We Go from Here? LEADING THE WAY IN SPECIAL ADVERTISING SECTION Rethinking Talent Management: Where Do We Go from Here? O BY Is the Great Recession finally over? While economists argue both sides, one thing is certainly

More information

Hosted Contact Center Solutions

Hosted Contact Center Solutions Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact

More information

Sonata Managed Application Lifecycle Services

Sonata Managed Application Lifecycle Services Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing

More information

Flexibility for Changing Business Needs

Flexibility for Changing Business Needs White Paper No Boundaries, Better Results. Flexibility for Changing Business Needs Improve Customer Service and Drive More Revenue with a Virtual Crowdsourcing Solution By Peter Formisano, Vice President

More information

900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer.

900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer. How Capita used insight to deliver the most successful Black Friday for a major retail customer Case Study RECRUITING OVER 900 FTE within a 12 week period 2 Capita Retail Case Study ACCREDITED TRAINING

More information

Realizing Hidden Value: Optimizing Utility Field Service Performance by Measuring the Right Things

Realizing Hidden Value: Optimizing Utility Field Service Performance by Measuring the Right Things Energy and Utility Insights Realizing Hidden Value: Optimizing Utility Field Service Performance by Measuring the Right Things Utilities Realizing Hidden Value About the Author Rob Milstead serves as the

More information

Recruitment Development institute. Webinars

Recruitment Development institute. Webinars Recruitment Development institute Webinars Ramp up your recruitment skills and improve your own job security and performance with the Recruitment Development Institute Webinars. We have hand-picked our

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

Top Tier Staffing, LLC. General Information

Top Tier Staffing, LLC. General Information 36 General Information What s In It For You Introduction Staffing Services Managed Services Consulting Services RPO FAQs Contact Info Top Tier Staffing, LLC ASA Member American Staffing Association MWBE

More information

Cisco Enterprise Services. Expertise, Innovation, and Strategies to Accelerate Your Business Success

Cisco Enterprise Services. Expertise, Innovation, and Strategies to Accelerate Your Business Success Cisco Enterprise Services Expertise, Innovation, and Strategies to Accelerate Your Business Success Maximizing technology and business ROI Advanced technologies have the ability to transform the way businesses

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

Talent Management Courses

Talent Management Courses Talent Management Courses Business Succession Planning Developing and Maintaining a Succession Plan Change is a hallmark of today s business world. In particular, our workforce is constantly changing people

More information

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment

More information

STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES

STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES BERLIN, 21 MAY 2015 Julia Howes Mercer Workforce Analytics & Planning A WORKFORCE TSUNAMI IS APPROACHING COPYRIGHT MERCER 2015 STRATEGIC

More information

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,

More information

IBM Lender Business Process Services Charting a course for faster, smoother mortgage origination.

IBM Lender Business Process Services Charting a course for faster, smoother mortgage origination. IBM Lender Business Process Services Charting a course for faster, smoother mortgage origination. Streamlining and automating the lending process for competitive advantage Meeting the challenges of a volatile

More information

DEVELOP A PIPELINE OF SUCCESSFUL LEADERS AT ALL LEVELS. INDIVIDUAL DEVELOPMENT

DEVELOP A PIPELINE OF SUCCESSFUL LEADERS AT ALL LEVELS. INDIVIDUAL DEVELOPMENT DEVELOP A PIPELINE OF SUCCESSFUL LEADERS AT ALL LEVELS. INDIVIDUAL DEVELOPMENT Results That Matter Sustained Impact for You, Your Business and the World. What matters most to you? How individuals thrive,

More information