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Planning for 2008 is underway – Stay tuned for details!
IAOP Members: To register for the upcoming meeting, please email our chapter coordinator at amanda.corbett@outsourcingprofessional.org If you are not as yet a member of IAOP and would like a guest pass for this meeting, please Request a Guest Pass
IAOP Members: Click Here and login to download past meeting presentations for all IAOP chapters
Recent Meeting – Tuesday, September 25, 2007 Webinar with Microsoft
Microsoft’s Approach to Outsourcing and Vendor Management
The most recent meeting of IAOP’s Customer Contact Center Leadership Chapter took place on Tuesday, September 25, 2007 via webinar. We joined chapter sponsors Tim McGee and André Frommer from COPC Inc. and John Ginn, Senior Director, Global Segments Outsourcing from Microsoft’s Global Outsourcing (MGO) Organization.
John discussed Microsoft’s approach to outsourcing and vendor management through Microsoft’s Outsourcing Management System (OMS). The webinar covered the following topics:
· MGO overview, organizational structure and where it fits in to Microsoft · Evolution of Microsoft’s OMS · Summary of typical vendor management functions · Microsoft’s usage and contribution to the COPC® Performance Management Framework · Detailed description of the OMS Framework, approach and processes · Summary of OMS past, current state and future roadmap
The session concluded with a 20 minute Q&A session where John addressed a number of questions regarding best practices, lessons learned, vendor management training, Microsoft’s vendor selection process and several other questions related to Microsoft’s OMS and overall outsourcing approach.
Chapter Summary – June 20, 2007 Webinar with General Motors General Motors: Leveraging Standards to Manage a Multiple Model Contact Center Network The June meeting of the Customer Contact Center Leadership Chapter took place on Wednesday, June 20 via webinar. We joined chapter chair Cliff Moore from COPC Inc. and his special guest Scott Lawson, General Director of the CRM/CARS division of General Motors. Scott discussed GM’s approach to managing both internal and outsourced contact centers through the use of global best practices and leading standards in the service operations industry followed by a Q&A session for participants. The webinar covered the following topics: · Contact center industry trends including standardization, optimizing global footprints, building flexible sourcing and delivery models, using both in and outsourced model and common technology · Seven types of contact center business models that GM leverages for company, supplier or jointly managed delivery models · Pros and cons of each business model · Contact center business maturity models for baseline, transitioning and mature centers across multiple dimensions (customer experience, operations, sourcing &vendor management, financial and business impacts) · Contact center quality certification approach (COPC® Family of Standards and internal GM standards) and requirements for each based on the contact center maturity level · Pros and cons for the use of industry standards (e.g., COPC Family of Standards, ISO)
Chapter Meeting presentations are available to IAOP members. To access past Chapter meeting presentations, click here
Previous Meeting – February 19, 2007
A Chapter meeting was held as part of the "IAOP Topic and Industry Chapter Open House" at The 2007 Outsourcing World Summit on Monday, February 19 at 9am PST. Cliff Moore and other COPC Inc. outsourcing practitionerswere available so that attendees could stop by to learn more about the Chapter and how to get involved.
Chairman's Summary from December 12th Webinar
The inaugural meeting of the Contact Center Leadership Chapter was held via webinar on December 12, 2006 and was chaired by Cliff Moore, Founder and Chairman of Customer Operations Performance Center Inc. (COPC Inc.). The topic discussed was "Trends Observed by Multinationals Outsourcing Contact Center and BPO Functions" and included discussions around approaches for developing commonality in metrics/ reporting, optimizing global outsourcing footprints, building flexible sourcing and delivery models and vendor management organization structures to interact with providers of outsourced customer services.
IAOP members wishing to attend this meeting, please email the Director of Member Services, Beryl Sorensen at beryl.sorensen@outsourcingprofessional.org.
If you are not as yet a member of IAOP and would like a guest pass for the meeting, please Request a Guest Pass.
This Chapter will provide thought leadership, insights and knowledge exchange around core and emerging capabilities, and challenges for global buyers, providers and advisors in the contact center and related business process outsourcing (BPO) arenas.
Key areas of focus will include operations management and performance improvement, as well as contact center and business process outsourcing strategy, selection and vendor management.
Knowledge exchange will focus on global best practices in strategy, processes, people and technology, continuous improvement (e.g. Six Sigma), KPIs and metrics, benchmarks, and targeted functional areas (establishing and closing outsourcing relationships/ programs, transaction and quality monitoring, workforce management, etc.).
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