Victor Manzanera - Scale Edge Group - Beyond FTEs – The Road to Outcome-Based BPO Pricing
CX Files Episode 435: Beyond FTEs – The Road to Outcome-Based BPO Pricing
Guest: Victor Manzanera, Founder and Principal Analyst, Scale Edge Group – Oslo, Norway
Everyone in the BPO industry is talking about outcome-based pricing, but how do we actually move away from charging for headcount and hours? And is the industry ready for such a fundamental change?
In this episode of CX Files, Mark Hillary and Peter Ryan explore the challenges of traditional BPO contracts before Mark interviews Victor Manzanera, founder of Scale Edge Group.
Victor has just published The Outcome-Based BPO Model, a…
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