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Outsource magazine: thought-leadership and outsourcing strategy | October 23, 2014

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BPO

Seriously candid camera…

September 26, 2014 |

Having been absent from these august pages ["this screen", actually - ed] for some time due to those dreaded “work commitments” I thought I should return with a bang, and a remarkable tale I heard on a recent trip to … Read More

Parseq expands contact centre operations with the addition of Pure

September 8, 2014 |

Leading business process outsourcer Parseq has acquired Brighton-based charity contact centre Pure as part of its strategy to reach £100m turnover in the next three years.

Pure boasts an impressive charity-based client list including Save the Children, Unicef and … Read More

Quick, painless and easy LPO: 8 facets of client onboarding

September 4, 2014 |

I am often asked, in my consulting practice, about the most challenging offshoring projects I have experienced – the most problematic ones and the actions I undertook, the methodologies I employed to drive them to eventual success. While this is … Read More

The “I” Word: How can buyers best ensure they get the innovation they require from their outsourcing providers?

July 17, 2014 |

Outsource community members share their thoughts on how to find innovation within an outsourcing agreement…

John Gregory Global Business Services – Global Finance Lead, Kelloggs Buyers will sensibly build a savings target into their BPO contract to ensure focus on … Read More

Navigating the Changing BPO Value Proposition

July 16, 2014 |

One of the most compelling value propositions of business process outsourcing has always been labour arbitrage. Whether enabled through “your mess for less” or more of a “fix then shift” approach, a key lever has been the same: deploy less … Read More

Q&A: Liv Sandbaek, Accenture

July 15, 2014 |

Liv Sandbaek is the Chief Technology Officer for Accenture Operations. Having been deeply involved with a provocative (and hopefully catalytic) piece of research in collaboration with HfS, we thought Liv would be the ideal person to give us a glimpse … Read More

Malaysia: emergence of a new outsourcing destination

June 12, 2014 |

Recently when I was in Kuala Lumpur for one of my projects, I had a tryst with the developmental saga of Malaysia. Whether it was the infrastructure or the economic sentiment within industries, the country left an impact on my … Read More

The next-generation shared service centre

May 1, 2014 |

Going up the value chain and providing value to business have been talked of since BPOs/shared service organisations started years ago. However, even now, many companies treat offshoring or BPO play as one that saves costs. Whilst that is true … Read More

What are the primary obstacles to the widespread adoption of robotic process automation?

April 23, 2014 |

BPOs are at a critical turning point where they need to deliver cost-effective, differentiated solutions. Clients continue to demand innovation, but are hard-pressed to define what that “innovation” might be.  Robotic process automation represents a dramatically new, exciting way for … Read More

What will be the main ramifications for today’s outsourcing space of the ongoing robotic automation revolution?

April 23, 2014 |

I’ve already re-shored around 300K work items a month from our existing outsource work stack and automated processes using RPA, and at a fraction of the cost of manual resource. Although we’ll always have a need for a manual back … Read More