Author Archive: Everest Group

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Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Price benchmarking should be used as a constructive tool  to align the commercials and underlying drivers to market norms. However, if not carried out in a structured and well-thought-out way it can also lead to significant value erosion. This report explains a systematic approach for HRO price benchmarking. It covers:   Typical pricing metrics in […]

By July 7, 2014 Read More →
The Business Impact of Contact Center Attrition

The Business Impact of Contact Center Attrition

Attrition is often considered a “canary in a coal mine”— an indicator of how effectively centers are run and their ability to deliver the desired customer experience outcomes. This study goes one step further and confirms the actual business performance impact associated with attrition. Using quantitative methods, this report illustrates how attrition directly impacts both […]

By June 24, 2014 Read More →
Enterprise Cloud Adoption Survey 2014: Summary of Results

Enterprise Cloud Adoption Survey 2014: Summary of Results

The Everest Group and Cloud Connect launched the Enterprise Cloud Adoption Survey in 2012 to better understand and measure how and why organizations are using cloud solutions, what’s driving their adoption, the challenges they face, and what they plan do in the future. Primary objectives of the 2014 Enterprise Cloud Adoption Survey summary report:   […]

By June 10, 2014 Read More →