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Outsource magazine: thought-leadership and outsourcing strategy | December 18, 2014

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Europe

Omni-channel customer care: what do customers expect from you?

November 28, 2014 |

 

The customer of 2014 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves … Read More

EMEA outsourcing activity on track to round out 2014 strongly

November 10, 2014 |

The outlook remains positive for the outsourcing industry, according to the latest figures from the EMEA ISG Outsourcing Index. Based on the data and our own insights, the market has been performing strongly through the first three quarters. In addition, … Read More

Business process outsourcing provider Sitel opens another call centre in Bulgaria

November 6, 2014 |

 

Sitel, a leading global provider of customer support services, will open its second Bulgarian location in Varna. From Varna the company will provide German-speaking customer service for a well-known company in the telecommunications sector from February 2015 onwards. … Read More

Financial support rules change in the EU

October 27, 2014 |

With high inflation, high attrition, data security issues and challenges around levels of customer service, European companies are increasingly wanting their back and middle office operations onshore in Europe. The decision of where to put the operation is complex and … Read More

Omnichannel customer care: what do customers expect from you?

October 14, 2014 |

 

The customer of 2014 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves … Read More

Top tips for setting up a shared service centre

August 21, 2014 |

The establishment of an internal shared service centre (SSC) – or the transfer of functions to a BPO, for that matter – is not a decision that can be taken lightly and with the mind-set that money can be saved … Read More

Good news for EMEA outsourcing as activity hits record high

August 6, 2014 |

There are good tidings for the outsourcing industry, as the Q2 2014 EMEA ISG Outsourcing Index reveals that commercial outsourcing within the EMEA region boomed in the first half of 2014.

Not only are we seeing a 25% leap in … Read More

The Legal View: Contracting for Innovation

July 14, 2014 |

There is an old joke that lawyers write at length because they still think they’re being paid by the length of the legal conveyance. Stitched on the back of junior barristers’ gowns worn in England there is a quaint little … Read More

European SSO Week 2014: First Thoughts

May 13, 2014 |

It’s that time of year again: the grandest spectacle in the European outsourcing calendar, the 14th Annual European Shared Services & Outsourcing Week, has rolled into town – in this case fair Dublin – and based on the experience of … Read More

Q&A: BVR Mohan Reddy, NASSCOM

May 8, 2014 |

Later this month, a trade delegation from the Indian National Association of Software and Services Companies (NASSCOM) will be presenting at the Nordic IT Sourcing & Innovation 2014 event in Stockholm, Sweden, as part of a broader mission to the region. Ahead … Read More