I am Robot: will RPA revolutionise the BPO industry?

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

Service transition: delivering the promise

The contract has been signed. Champagne has been consumed. The hangover is over – or is it just beginning? It takes many organisations two years or more to get a new service up and running effectively. In these times of … Read More

Join Some of Rapide’s Biggest Clients and Enhance Your Customer Experience!

It’s no secret that the key to success in today’s competitive marketplace is to deliver an exceptional customer experience. But whilst many brands look to improve specific customer touch points, they fail to focus on what matters most … Read More

Sleight of SLA: how to spot and correct flaws in Service Level Agreements

Developing solid metrics for service level agreements seems largely common sense; you want excellent availability, good response times and a tangible penalty if these aren’t achieved.

When setting up an agreement with an outsourcer, many organisations simply take an SLA … Read More

Prepare for renegotiations in 2014

As the tradition of making New Year’s resolutions testifies, the passing of a year often inspires the need for change. However, in 2014, there is set to be more change than ever before, as our research shows that the number … Read More

Thoughts on the oDesk and Elance merger

In typical style, just three days after I’d written my last piece for the Outsource print edition which examined how the global freelance marketplaces were maturing, two of the three main protagonists (oDesk and Elance) announced they were merging.

Of … Read More

Crowdsourcing evolves to address Business Process Management (BPM) challenges

A volatile and uncertain economic environment, combined with cost and margin pressures on every business, every industry across the globe, and scarcity of skilled human resources, has necessitated the rise of new organisational models – that are modular, flexible, global … Read More

HR payroll: what are today’s challenges?

Today’s challenges for payroll follow a common theme across all support functions. It is expected to be more cost-effective while delivering better quality – essentially, it needs to do more for less. An additional complication is that payroll must meet … Read More

You, Robot?

Our series looking at ‘Post-Human BPO’ and the robotic revolution begins with an exploration of the impact automation technology is having – and will have – on end-user organisations and the outsourcing provider community: professionals, transform!

The past couple of … Read More

Outsourcing in a Troubled Economic Environment

At the beginning of December, Outsource hosted a webinar featuring Mark Lewis – Partner and Head of Outsourcing Practice at Berwin Leighton Paisner – speaking on a number of possible challenges arising as a result of economic difficulties impacting upon … Read More