Contact Center Consolidation Strategy and Tactics

Dave Kirk Stan Lepeak Call centers, whether supporting internal staff or external customers and prospects, are a functional area that in most user organizations could benefit from greater standardization and economies of scale. Like many business activities, contact centers have often grown in loosely managed and uncoordinated ways. This seems especially true when the centers [...]

Standardization in the Sourcing Process: Caveat Emptor

By Lee Ann Moore, EquaTerra Chief Marketing Officer Outsourcing has been in practice for over 20 years and many organizations have tried to establish standards for human resources and information technology outsourcing.  EquaTerra has been involved in thousands of internal transformation and outsourcing projects and our advisors provide clients with expertise, tools, templates and a [...]