Shifting procurement practices with the evolution of technology

Over the course of 2024, The Knowledge Group and CCA Global have been uncovering the key topics and challenges facing leaders in the BPO and contact centre industry and have discussed the future of procurement and outsourcing. Through the CCA BPO CEO Forum supported by tkg, organisations from across the sector have been brought together to share their insights and experiences of working with buyers and how they are rising to meet the needs of their customers in an increasingly complex and competitive market. 

We have seen a need to move from a commoditised buying approach to a new benchmark that incorporates all parts of the service delivered by suppliers, which we have been working at tkg on throughout the course of this year.

In this video, tkg’s Spencer Brooks and CCA’s Anne Marie Forsyth discuss the shift in procurement, with suppliers needing to demonstrate more than ever how they can deliver value to their clients, particularly with the reliance on and expectations of using new and emerging technologies, and how a new way of buying can support both buyers and suppliers to ensure better value in procurement.

If you’d like to find out more about tkg’s new benchmark, get in touch today at hello@welovetoknow.com.

For further information on the CCA BPO CEO Forum and how membership can support your operating challenges today as well as your future customer service transformation ambitions, contact CCA’s Head of Research & Partnerships, Pauline Cochrane: pauline.cochrane@cca-global.com  Details of CCA’s services can be found on www.cca-global.com.