Managing Vendors – Articles by Jim Everett

Tips on managing vendors, skills and competencies required

What Do Your Metrics Measure?

A recent experience I had as a consumer-level customer of a cable company prompted me to revisit the bigger issue of SLAs and metrics, both validity and reliability, in outsourced programs with customer service call centers. First, here are two very important yet often or misunderstood definitions: Validity is whether you are actually measuring what […]

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Think180 helps companies get the best results with their service providers (vendors). Our core product is an in-house customizable workshop for Delivery Managers, or entire teams who outsource. This has been run successfully for many clients, including Palm, Philips, Harrah's, BP, Vantive, Avaya and others.

We now also offer live and interactive videoconference services - Training Modules for team events, and 1:1 coaching for individuals with videochat (desktop and mobile) on managing vendors.

Call 310.694.0414 for more information to see if this service could be of value to you.

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