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

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Customer Service

“Ah yes, I remember it well!”: why knowledge management matters – and how to get it right… (Part 1)

April 24, 2014 |

Access to essential information and the ability to apply it with full knowledge of its implications are essential to all services. Knowledge management has long been a bane of services. What does one have to do to keep the information … Read More

Robotic Process Automation for utilities

February 14, 2014 |

Robotic process automation (RPA) is currently the hot topic in outsourcing. Whether an organisation’s driver is the very significant cost reductions such automation brings, the in-year payback, the relatively discreet (and therefore low-risk) implementations, or the markedly improved quality, the … Read More

Choosing the right technology partner to power your shared services centre

February 13, 2014 |

To enable your shared services centre (SSC) to deliver upper-quartile levels of customer service and cost effectiveness when managing transactions, you need to invest in the right technologies and infrastructure support. For new SSCs the opportunity may exist to adopt … Read More

Moneypenny comes to the rescue of one global AMLAW 100 firm when their telecoms provider lets them down in London

February 11, 2014 |

With over 550 lawyers and a similar number of staff operating out of offices across the USA, Canada, Asia Pacific and London, one AMLAW 100 firm turned to Moneypenny when the services they ordered from the local telecoms vendor … Read More

A Customer’s Story: Kelly Radley, Canal & River Trust

January 31, 2014 |

Moneypenny looks after calls for businesses of all shapes and sizes. Click here to hear from Kelly Radley of the Canal & River Trust, to find out more about her story and why she recommends Moneypenny so highly…

WATCH … Read More

Q&A: Stephanie Wilson, Firstsource

January 22, 2014 |

Stephanie Wilson is Executive Vice President, Operations at Firstsource Solutions Limited. We caught up with Stephanie to discuss trends in outsourcing (specifically from a customer contact perspective); the shifting on/offshore balance; the rise and rise of web chat and social … Read More

We’ve outsourced calls to Moneypenny with confidence.

January 16, 2014 |

 

Denise Barnett, Credit Manager at Xylem Water Solutions UK, talks to Moneypenny about her experience of using an outsourced switchboard service.

Why weren’t you happy with your existing switchboard provision?

Xylem Water Solutions UK is a world leader in the movement and … 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

Sitel become first contact centre outsourcing company to commit to Think, Act, Report to support the principle of gender equality in the workplace

December 20, 2013 |

Sitel UK has become the first contact centre outsourcing company to sign up to the Government’s Think, Act, Report voluntary initiative to drive greater transparency on women’s workforce issues. Other leading companies to join the scheme include Tesco, Unilever, … Read More

TOP TEN: (More) Collective Outsourcing Nouns

December 20, 2013 |

Back in October, we published ‘Top Ten Collective Outsourcing Nouns’: ten humorous contributions from various (keenly anonymous) contributors from across our network. So popular was this extravaganza of calumny and frivolity that we leapt at the chance to drag the … Read More