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Outsource magazine: thought-leadership and outsourcing strategy | February 28, 2015

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Accelerating CX Excellence Everywhere

February 27, 2015 |

CX Excellence Needs to Shine Everywhere!

One of the lessons we have learnt about Customer Experience (CX) excellence is that sustainable commercial, political, or social benefits cannot be realised unless it is practised in all areas of the … Read More

They hacked the CEO!

February 27, 2015 |

This week, I received an email from the CEO of a well-known customer experience outsourcer. Nothing particularly unusual about this, considering my job, but a few things stood out. See if you can spot anything suspicious in the following:

Hello,

Read More

UK’s market-leading telephone answering service, Moneypenny, launches in the US

February 26, 2015 |

 

HAVING revolutionised the face of telephone answering and outsourced switchboards in the UK, Moneypenny has launched its pioneering service in the US.

The company, which in 15 years has gone from a £10,000 start-up to the biggest business … Read More

The four Rs of contract renegotiations

February 26, 2015 |

Renegotiating is key to ensuring you continue to get the best deal for your business. The complexity of renegotiating and how you approach it will be predominantly driven by timing and motivation, but knowing exactly what level of renegotiation you … Read More

Nordics 2015 – Driving Value & Performance

February 24, 2015 |

Fantastic news for anyone involved in support services in the Nordic region! Outsource is delighted to announce the launch of the first event in its Global Business Services Roadmap series with KPMG: ‘Nordics 2015 – Driving Value & Performance!’, taking … Read More

John W. Henke Jr. and Chun Zhang: Increasing Supplier Trust and Innovation

February 24, 2015 |

The tricky question that most if not all companies face on a constant basis is how to get their suppliers fully engaged and committed to – and even be instrumental in driving – innovation.

While the importance of innovation is … Read More

A town called Hope

February 23, 2015 |

Back in the day, in a town called Hope, two young executives met for coffee in an upmarket hotel lobby. They were busy, bright and enthusiastic. On neutral territory they talked about opportunities and possibilities. She was a leading light … Read More

Recruitment process outsourcing: challenges and opportunities (Part 2)

February 16, 2015 |

To read the first part of this article, click here.

The issue of a provider’s ability to deliver (or not) on a global level was one which elicited a good deal of comment from the attendees – but one perspective … Read More

A contract to transform

February 16, 2015 |

The UK government has been shocked by the weaknesses in its commissioning and contract management of services revealed by the G4S and Serco incidents. At a time that both public and private sectors depend ever more heavily on their service … Read More

How much does it cost not to have to talk to you?

February 12, 2015 |

This may seem like an odd question to ask a service provider, but I think it sums up my feeling towards many of the IT services– such as desktop support, network provision and basic application maintenance — that are regularly … Read More