All ResourcesArtificial IntelligenceBenchmarking StatisticsCall CenterRecorded Webcasts Contact Center Training | Benchmarks From the Front Lines of AI – The Unique Metrics of AI The promise of Artificial Intelligence in contact centers is undeniable, offering unprecedented opportunities to streamline operations and elevate the customer experience. However, its true value can only be realized by…Jeffrey RumburgApril 24, 2025
11 Reasons Outsourcing Relationships Fail – Vendors Do Not Adequately Train Their Personnel All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Do Not Adequately Train Their Personnel In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgOctober 9, 2023
11 Reasons Outsourcing Relationships Fail – Vendors Experience Extremely High Turnover All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Experience Extremely High Turnover In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 21, 2023
11 Reasons Outsourcing Relationships Fail – Continuous Improvement is Ill Defined or Not Included in the Contract All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Continuous Improvement is Ill Defined or Not Included in the Contract In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 15, 2023
11 Reasons Outsourcing Relationships Fail – Vendors Spin Data for Their Own Benefit All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Spin Data for Their Own Benefit In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 11, 2023
11 Reasons Outsourcing Relationships Fail – Client and Vendor View the Contract as a Zero-Sum Game All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client and Vendor View the Contract as a Zero-Sum Game In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 7, 2023
11 Reasons Outsourcing Relationships Fail – Client Does Not Understand Metrics in Vendor Reports All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client Does Not Understand Metrics in Vendor Reports In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgJune 27, 2023
11 Reasons Outsourcing Relationships Fail Vendor Reports Contain Raw Data but No Analysis All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail Vendor Reports Contain Raw Data but No Analysis In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 5, 2023
11 Reasons Outsourcing Relationships Fail The Contract Fails to Align Vendor with Client Goals All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail The Contract Fails to Align Vendor with Client Goals In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 3, 2023
The Zero Touch Service Desk – Myth or Reality? All ResourcesService Desk The Zero Touch Service Desk – Myth or Reality? Learn more in Session 303 at HDI Support World in Denver! With AI and machine learning technologies gaining traction in the IT support world, there is also a new term…Jeffrey RumburgMarch 29, 2023
