Whitepapers
Customer Experience Management White Paper
Customer Experience Management (CEM) is a hot topic for telecoms operators– and like any hot topic should be treated with excitement, trepidation and scepticism in equal measures. Read more…
Smart Service Providers are protecting their customers from threat. Are you?
The standards of performance required on managed services 1.0 contracts were relatively for service providers easy to meet. Read more…
Moving from Managed Services 1.0 to 2.0
The alignment of service provider key performance indicators with carrier business objectives. Read more…
Customer Centric Governance - How to win renewals, improve margins and delight your customers
This white paper tackles the question of how outsourcing companies can use effective governance to drive better margins and secure renewals with key clients. Read more…
Governance and Entropy
Entropy is a measure of the energy not available for useful work. In governance the entropy measure is high and increases over time. Read more…
Aligning Organisational Activity to Strategic Targets? Using Balanced Scorecards?
Diarmuid Barry, ServiceFrame has some refreshing insights into driving effective Strategic Performance Management. Read more...
ServiceFrame Ideas
Great customer ideas make great products. Here's how we are gathering the best ideas to build capability in sourcing governance. Read more…
Governance Capability in Shared Services
Shared Service Centre Operations are in a cycle on continuous comparison and assessment. Read more…
Key Performance Indicators as a tool to add value in Outsourcing and Shared Services Relationships
It is universally acknowledged that effective services management requires a well-defined, properly scoped and thoroughly understood set of Performance Indicators. Read more…