Category Archives: Customer Service
How does an Android user learn how to make a screenshot with an Iphone?
Or: about User Interfaces and loss of useability Background When we started using computer programs, complete educational programs were established to convey the knowledge of using FORTRAN, COBOL etc. In these trainings both the functionalities for the user and how … Continue reading
A Taxonomy of Processes
When analyzing an operation, one of the essential questions is `Which processes are being performed´? It is interesting to see how many executive managers answer that question at a very abstract level, and operational managers often answer it so detailed … Continue reading
Universal Business Process Pitfalls
Universal business process diagram It has been several years since I wrote on this model, and it has been enhanced only so slightly. In the wording below the BPO-wording has been expanded to products to enhance it’s universality-claim. As … Continue reading
Rightsourcing Customer Service
Introduction Most industries know long term trends. The best-known example is Moore’s Law for the microprocessing industry. Today, I would like to examine some trends in the Business Process Outsourcing industry for Customer Service a little bit closer. Outsourcing here … Continue reading
The hierarchy of documents in Business Process Outsourcing
Background When setting up business or project plans I always had a concern in my head: “Am I forgetting something”? “Is there going to be a topic I should have identified in my project but is not covered at the … Continue reading
Shared Services for Dummies
(For non-Americans: “…for Dummies” is a popular series in which certain topics are explained very simply) WHY SHARED SERVICES? In today’s world every self-respecting multinational will consider Shared Services if only not to be left behind in the significant savings … Continue reading
The Self-Service dilemma
In a typical boardroom, self-service is promoted as a great way to increase customer loyalty and to reduce costs. Strangely enough, in many cases customers are not picking it up as expected. How come? Introduction “Why outsource customer service to … Continue reading
The (in)significance of Customer Service
…drives three successive waves flow through it’s outsourcing. Introduction Gordon Moore, one of the founders of Intel, in 1965 made the prediction that every 2 years the capacity of a central processing unit for computers would double. By now it … Continue reading
Theory of Abundance
The topic of abundance (= plenty, affluence, but also overgrowth, or having more than you need) is a topic that came up as ‘interesting’ a couple of years ago, in a period in my life where the focus was more … Continue reading
Service Specifications
In the past I have written about the hierarchy of documents in https://peteralderliesten.com/2015/05/05/the-hierarchy-of-documents-in-business-process-outsourcing/ and that Service Specifications are a document that is highly undervalued by some. For some others, this is the most important document in the BPO-chain, since it … Continue reading
Peter Alderliesten's Blog 