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Outsource magazine: thought-leadership and outsourcing strategy | February 26, 2014

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Customer Service

The Role of the Home Agent within the Contact Centre Environment is on the Rise, report customer care experts Sitel

November 6, 2013 |

Sitel is reporting an increased use of the home agent model within the contact centre environment. Joe Doyle, Marketing Director at Sitel UK, says: “Pressure to deliver exceptional customer service, along with current economic conditions, is changing traditional outsourced … Read More

How to demonstrate the value of outsourcing in customer contact

October 28, 2013 | 1

The contact centre outsourcing market had been stagnated. The economic crisis hit outsourcers hard, since almost all businesses slashed operational costs and many contracts were left to burn out. Processes were brought back in-house and outsourcers often unfairly tagged as … Read More

National Outsourcing Association Awards 2013: the winners!

October 25, 2013 |

It’s that time of year again… The National Outsourcing Association Awards (NOAAs) took place last night (24th October) at the Park Plaza Riverbank Hotel in London, summoning the good, the great and the downright fantastic of the outsourcing space. Celebrating … Read More

#SMO: Is this the new outsourcing acronym?

October 25, 2013 | 1

Social media is now a widely accepted way for organisations to communicate with their customers about what is happening in their business. Whether it be Facebook, Twitter, Google+, LinkedIn, YouTube, or whatever other flavour of social media a business prefers, … Read More

TOP TEN: Collective Outsourcing Nouns

October 24, 2013 |

As regular readers will know, along with all the cutting-edge thought leadership and best practice guidance that characterises Outsource‘s output, we like to take the occasional light-hearted look at this wonderful space. With this in mind, a few weeks ago … Read More

Sitel UK create 150 new jobs for Christmas

October 17, 2013 |

Sitel UK, experts in outsourced customer contact solutions, today announces the creation of 150 new jobs at its Stratford upon Avon site.

The news comes following several new business wins in preparation of the Christmas rush, as Sitel gear … Read More

Go East: Interviews from European SSO Week 2013

October 14, 2013 | 1

In May, hundreds of sourcing’s finest gathered in Prague for SSON’s 13th Annual European Shared Services & Outsourcing Week, one of the most important events on the annual outsourcing and business transformation calendar. Outsource was once again privileged to partner … Read More

Head-to-Head: Peter Moller & Michel de Zeeuw

October 11, 2013 |

The Global Business Services (GBS) model is enjoying a protracted stay in the limelight at present, adopted by some of the world’s foremost businesses. But do all those organisations claiming to have implemented it really have what they think they … Read More

Customer intelligence is the new black

October 11, 2013 |

Customer Intelligence is the New Black: Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort - in association with Firstsource

Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal … Read More

Five step guide to converting Christmas shoppers with customer service

October 2, 2013 |

Sitel issues its ‘Five Step guide to converting Christmas shoppers with Customer Service’ as latest 2013 figures show online retail sales grew 20% year on year

With UK consumers spending an estimated 375m … Read More