Call Centers in the Cloud: Offering Savings and New Operating Models | Gaining Altitude in the Cloud

Migration to a cloud-based contact center model offers the potential to drive hard total cost of ownership (TCO) reduction and the flexibility to rework existing business models. And both cost savings and business agility are very timely for the contact center space, as more businesses continue to shift from a protectionist, recession-minded framework to actively […]

There’s a US$90 Billion Dollar Party Going on – Are You Invited? Advice on Winning Upcoming Outsourcing Contract Renewal Opportunities | Sherpas in Blue Shirts

While there are increasingly fewer first generation outsourcing opportunities, a large number of IT outsourcing (ITO) and business process outsourcing (BPO) deals are coming up for renewal over the next 18 months. With US$90 billion in total contract value at stake, the renewal market provides cause for excitement or concern, depending on where your organization […]

Can Benchmarks Be Leveraged for Forward-looking Pricing Negotiations? | Sherpas in Blue Shirts

A colleague of mine recently had an interesting discussion with a senior stakeholder from a large buyer organization. The buyer had engaged multiple partners to benchmark the company’s contracted ADM prices every year since 2009 and had difficulty understanding why the actual pricing trend was opposite what the benchmarks suggested each year. After some probing, […]

Is Costa Rica’s Magic Beginning to Fade? | Sherpas in Blue Shirts

Recent news announcements on several third party service providers’ pullouts from Costa Rica may lead people to believe that the country is losing its luster as a sourcing destination for outsourcers and global in-house centers (GICs). But, before jumping to any conclusions, let’s gain some perspective on these announcements. HP HP in February 2013 announced […]

Video: Cloud Connect Silicon Valley 2013: Private, Public, Hybrid Clouds – Neal Sample | Gaining Altitude in the Cloud

Posted on April 24, 2013, in Gaining Altitude in the Cloud, by

Neal Sample, CIO, Enterprise Growth, for American Express. Prior to American Express, Neal served as the CTO of X.commerce, eBay’s open development and commerce platform, and he also served as Vice President of Architecture and Platform Products at eBay. Prior to eBay, Neal was a senior executive at Yahoo! where he led the Open, Social, […]

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