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Managing turnover in outsourcing relationships
The last decade witnessed a shift towards outcome-based management in outsourcing relationships. As a result non-linear delivery models (e.g.: outcome-based or transaction-based pricing; fixed price etc...) have been gaining
Sanjay Chadha | 17 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
A Tight Ship
Is this what your direct reports are really
Matt Heffron | 16 May 2012 | Articles, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
The courage to change
Outsourcing involves major changes in your business model, your teams, your approach to core and non-core business lines and cultural mindsets. That aspect of the outsource decision - change - is inherently psychological
Kate Vitasek | 16 May 2012 | Articles, Global, All Columns, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other,
Building capacity to harness the potential of the IT/BPO industry
This column is guest co-authored by Dr PK Mukherjee, President and Managing Partner at Avasant, and Shobhit Patnaik, a consultant with Avasant. The past two decades have witnessed rapid growth in the IT/BPO sector resulting
Kevin Parikh | 10 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
Business analytics and outsourcing: is it the next wave?
Business intelligence (BI) and business analytics (BA) aren’t new concepts (I remember using pivot tables in Excel over 15 years ago and Amazon using predictive recommendations 10 years ago). However, today, the ability to
Bharat Vagadia | 08 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
Matt Heffron
The Sourcing Sage
Matt Heffron has been involved in more outsourcing deals than he can spontaneously enumerate, over more years than he cares to admit, and for more industry players and clients than he can easily remember. Suffice to say that he
Nick Mellors
Nick Mellors is Director of ISPB, a consultancy specialising in delivering public sector change and transformation projects. He has over 30 years' public sector experience, including as part of the senior management team
Alan Leaman
Alan Leaman OBE is Chief Executive of the Management Consultancies Association. From 1988-93, he was Head of Office for the Rt Hon Paddy Ashdown MP, responsible for media relations, policy advice and acting as Chief Speech
Denis Creighton
Our Correspondent in... Ireland
Denis Creighton is European CEO, Care & Wholesale, for Conduit, a contact-centre provider delivering services from Ireland and the UK. He has over 25 years’ experience in the BPO and telecommunications industries and is
Vested Outsourcing
Based on research with the University of Tennessee, Vested Outsourcing is a business model by which
PEX - Process Excellence Network
Process Excellence Network: A division of IQPC, (formerly known as Six Sigma IQ) provides access to a
- Business Process Management
- Risk Management
SSON
The Shared Services & Outsourcing Network (SSON) is the largest and most established community of
- Events
- Shared Services
CAI-STA Philippines Inc.
Contact Person:Dr. Emma V. TeodoroPosition: PresidentCompany Size: 150 (Philippines); 2,500 (CAI
- Manufacturing
- Telecommunications
HfS Research
About HfS Research Who we are and what we doWe help enterprises make complex decisions with their
2012 - June
June
13
2012
CRE and CSQS Leadership Summit 2012
CRE and CSQS Leadership Summit 2012 to be held in cosmopolitan Hong Kong on 13-14 June 2012 will provide an international platform for you to meet honorable guests of the APCSC, industry leaders and experts
Hong Kong | 22 November 2011
June
19
2012
Shared Services for Hospitality
SSON is delighted to announce the launch of a new vertical industry-specific event, Shared Services for Hospitality, a targeted event for practitioners and business partners in the Hotel, Food & Beverage, Gaming and
Las Vegas, NV, USA | 09 March 20122012 - August
August
02
2012
Customer Experience Management Summit Africa
The Customer Experience Management Summit Africa is bringing together leaders across the African customer experience industry to network and discuss business. The summit has been designed for knowledge sharing, networking and
Cape Town, South Africa | 08 May 2012
Martin Conboy at the IOS
Outsource columnist Martin Conboy, President of the Australian Business Process Outsourcing Association, speaks at The International Outsourcing Summit (IOS) held in Manila, Philippines in October
Outsource Magazine | 24 October 2011
Outsourcing to South Africa
From Zennovation, Zensar Technologies. "Zensar Technologies's Global CEO and Vice Chairman , Dr. Ganesh Natarajan speaks about how South Africa can grow as an outsourcing hub and how both India and SA can cooperate and work
OutsideSources | 08 September 2010
Outsourcing to China
A BNET.com special feature on doing business in the new economic superpower. "The benefits of outsourcing to China are clear; it can be both cost effective and efficient. However understanding the laws, navigating the
OutsideSources | 08 September 2010
Can China's education system support outsourcing?
"In order to meet the anticipated growth in demand, China will need to ensure that they are investing in the education of the country's future labour force. This video is part of the series based on the KPMG publication, 'A New
OutsideSources | 08 September 2010
Interview: Tim Minahan, Ariba
Tim Minahan is CMO for software and IT services provider Ariba. Outsource spoke with Tim at Ariba LIVE London 2011, and asked him how his company's clients are helping drive innovation both within and beyond their relationships
Outsource Magazine | 27 May 2011
Interview: Tom Bangemann, The Hackett Group
Tom Olavi Bangemann is Vice President Business Transformation at The Hackett Group. Outsource met with Tom at the 11th Annual European Shared Services & Outsourcing Week in Amsterdam for a wide-ranging interview looking at
Outsource Magazine | 13 May 2011
Interview: Chris Halward, NOA Programmes Director
Chris Halward is Programmes Director for NOA Pathway, and the MD of training organisation True North. He is an associate tutor at Middlesex University. Outsource spoke with Chris at the EOA Summit in Brussels in June 2010,
Outsource Magazine | 10 September 2010
Sitel Intelligent Web Engagement
A Social Engagement Model for Incremental Return on Customer Investment. Download the Sitel Intelligent Web Engagement PDF
Sitel | 08 February 2012
Criteria for a Third-Generation Chat Solution: Customer Service
A Delivery Model for Incremental Online Conversion. Download the Criteria for a Third-Generation Chat Solution: Customer Service PDF
Sitel | 08 February 2012
Taking the At-Home Agent Model to the Next Level
Introducing an outsourced secure, cloud based approach to work-at-home agents. Download the Taking the At-Home Agent Model to the Next Level PDF
Sitel | 08 February 2012
SITEL Voice Architecture
SIP Voice Architecture: What is it? And how contact center operators can save money using it. Download the SITEL Voice Architecture PDF
Sitel | 08 February 2012
Social Media Customer Engagement
Strategic Planning Considerations For Contact Centre Organisations Download the Social Media Customer Engagement PDF
Sitel | 08 February 2012latest issue
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Latest articles
- Managing turnover in outsourcing relationships
- A Tight Ship
- The courage to change
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- Cost not the driver of Australian outsource rise
- Building capacity to harness the potential of the IT/BPO industry
- Legal Process Outsourcing: has it reached a tipping point?
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