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Outsource magazine: thought-leadership and outsourcing strategy | July 24, 2014

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Canada

Visions of the Future: The Next Decade in BPO

July 5, 2013 |

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

Quality trumps cost-cutting in outsourcing shift

May 29, 2013 |

Businesses are increasingly prioritising quality over cost in terms of which countries and which firms they turn to for their outsourcing needs. Companies are seeking more sophisticated skills and capabilities to adapt to the ever-faster pace of change in business … Read More

Case Study: Zynga and TELUS International

July 31, 2012 |

When social game provider Zynga – the San Francisco-based developer of CityVille and FarmVille, among others – was looking for an organisation to handle its interactions with its nearly 300 million customers globally, it wasn’t just looking for ‘customer service’: … Read More

Mitigating risk in outsourcing

March 12, 2012 |

 

Most organisations conduct some level of risk assessment, prior to executing an outsourcing transaction. We have observed no common best practice on how the outsourcing risk assessment is conducted, what criteria are used to determine risk exposure or how … Read More

Critical aspects of governance in outsourcing: insights from industry

October 3, 2011 |

This article was written in conjunction with Kaustuv Halder and Markus Biehl.

Kaustuv Halder is a graduating student at Schulich School of Business, York University, Canada. He is specializing in Operations and Information Systems and has developed a keen interest … Read More

Q&A: Julianne Hately, Molson Coors

September 16, 2011 |

Julianne Hately is Global Finance Manager (Record to Report) at brewing giant Molson Coors. Ahead of her appearance at the forthcoming Shared Services Exchange 2011, to be held September 26-28 at the Sheraton Frankfurt Airport Hotel, Frankfurt, Germany, we spoke … Read More

Canadian outsourcing trends: June 2011 update

July 26, 2011 |

The Canadian outsourcing industry continues to grow in 2011 after an overall positive year in 2010. BPO registers a year-on-year (YOY) growth of 2.25 per cent whereas Hosting Services grows by 8.75 per cent. The CORE (Centre for Outsourcing Research … Read More

Starting with risk in mind

December 7, 2010 |

Before we get too joyous with the festivities descending upon us, I thought it important to remind ourselves of what sourcing governance must be all about – managing risk.

When I hear folk talking about the massive rewards that are … Read More

ContactNB

October 7, 2010 |

We are the members of New Brunswick’s contact centre community. Our industry employs over 18,000 people in our province, representing nearly 1 in 20 employed New Brunswickers. We offer excellent salaries and benefits packages, with career advancement and development opportunities … Read More

Gartner names offshore Top 30

November 30, 1999 | 2

While India remains the prime location for IT offshoring, new contenders have entered the market, according to analyst firm Gartner, which has published a list of 30 destinations for outsourcing.

The countries were rated according to 10 criteria that will … Read More