How to approach "gain-sharing" was one of the topics discussed in a webinar we hosted earlier this week, which focused on managing vendor relationships. [You can listen to and watch the whole thing here, if you were not on the call].
Clients expecting more from their providers is nothing new. Only this week I spoke to the head of a large BPO operation, who complained to me that "just meeting contract obligations" was no longer good enough. With many BPO providers today throwing in additional...
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