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

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How do you introduce transformation into BPO?

April 10, 2014 |

In the last issue of Outsource, Rachael Stormonth – Senior VP, Research at NelsonHall – addressed the question, “What does innovation mean in BPO?” That article defined transformation programs as “programs where the desired destination is known and mapped out, … Read More

OPINION: A Whole World Of Talent

April 9, 2014 |

Even during the darkest days of the economic crisis my clients were complaining that finding, motivating and retaining the right talent was difficult; now that the economy is slowly gearing up for growth that task is even more challenging. What … Read More

Improving efficiency and ensuring innovation through contracts

March 31, 2014 |

From a contractual perspective, BPO service providers need to implement innovative initiatives to enhance revenues, profitability, and operating margins. In addition, they require specific incentives in order to focus on client performance. Therefore, it is imperative that clients and BPO … Read More

Q&A: Cathy Tornbohm, Gartner

March 26, 2014 | 1

Cathy Tornbohm is VP BPO Research for Gartner, and one of the most prominent analysts in the global outsourcing space. We got together with Cathy in March to get her views on the state of BPO today, the potential impact … Read More

Three ideas to change the face of BPO

February 6, 2014 |

A lot has been covered about the future of BPO (especially in the 32nd issue of Outsource, with over 40 opinion leaders sharing their respective views on how BPO companies should adapt to upcoming trends).

As an expat doing BPO … Read More

I am Robot: will RPA revolutionise the BPO industry?

January 17, 2014 |

The next big thing predicted for the BPO industry in 2014 is Robotic Process Automation or RPA. Robotic Process Automation is the next wave of innovation and will dramatically change the way business and BPO service providers deal with their … Read More

What does innovation mean in BPO?

January 3, 2014 |

Innovation, in particular its application in outsourcing and the delivery of IT services, is one of those buzz words that you hear being bandied about with increasing frequency. The “I word” has progressed in recent years from being commonly included … Read More

The Right Time is Now!

January 2, 2014 |

In November, Outsource hosted a breakfast roundtable debate, in partnership with customer engagement solutions provider Rapide, looking at the challenge of “improving business processes in real time”. Presented by Outsource editor Jamie Liddell and Rapide’s Client Services Director Mike McMaster, … Read More

OPINION: Effective Supplier Management

November 29, 2013 |

Effective supplier management is becoming a key factor for IT (or as I prefer, Information) leaders. It becomes more important as the market for IT services evolves. Yet how many of you and your staff have received any training in … Read More

EMEA outsourcing market sees highest-ever Q3 activity

October 25, 2013 |

This week Information Services Group released data which found that the Europe, Middle East and Africa (EMEA) region experienced remarkably strong growth during the third quarter of 2013.

During this period, 176 contracts (with an annual contract value (ACV) of … Read More