Author Archive: Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

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Insurance Forecast: The 13 Big Challenges of 2015 or How to Leave the ’80s Behind | Article

Insurance Forecast: The 13 Big Challenges of 2015 or How to Leave the ’80s Behind | Article

The premise of the best-selling book “Who Moved My Cheese” was that people and companies needed to be flexible and willing to change when their environment did. When the Outsourcing Center asked four of the outsourcing experts in the insurance space to enumerate the biggest challenges the insurance industry faces in 2015, the unifying answer […]

How Collaboration Can Increase Enterprise ROI

How Collaboration Can Increase Enterprise ROI

Collaboration is a basic ingredient in helping outsourcing relationships get better. Sourcing buyers often underestimate the effort required for good collaboration. “To use the marriage analogy, your marriage goes sideways if you don’t work on it constantly,” says Peter Bendor-Samuel, CEO of Everest Group. Alastair Mitchell, CEO of Huddle, a corporate collaboration platform, agrees.”All sourcing […]

What Keeps Shared Services Executives Up At Night?

What Keeps Shared Services Executives Up At Night?

What keeps shared services executives up at night? Here’s one example. Your company consolidated all its BPO functions into a shared services center. However, the center outsourced specific pieces of processes that it determined a service provider indeed could do better, faster and cheaper than you could. And then one morning you wake up to […]

Mitigating Risks for Outsourcing Buyers in Today’s Emerging Offshore Markets

Mitigating Risks for Outsourcing Buyers in Today’s Emerging Offshore Markets

Back in the 1990s when offshoring was new, India was a new, emerging market. Outsourcing buyers had to assess the economic, political, infrastructure, weather, social and exchange rate risks in determining if the labor arbitrage was really worth it. Today doing business with India is a given. However, rising wages and the increasing cost of […]

Providing the Best Customer Service to 11 Million Customers

Providing the Best Customer Service to 11 Million Customers

2014 Outsourcing Excellence Awards Best Partnership BSkyB and Firstsource Solutions “There is an alignment of our goals and aspirations. They completely buy into the Sky ethos of ‘Believe in Better’ and help us achieve this.” Pritesh Patel, Head of Sales Centre, Sky “Over the last eight years we have been on a journey with our […]

Good Communication Signifies Outsourcing Success at Swiss Re

Good Communication Signifies Outsourcing Success at Swiss Re

2014 Outsourcing Excellence Awards Best Communication Swiss Re and Birlasoft (India) Ltd. “We have had some really tough discussions. But we always find a solution because we are both interested in constructively solving the problem and reaching a mutual understanding.” Peter Cartwright, Head Service Operation, Swiss Re Issues are part and parcel of any outsourcing […]

How to Build Long-term Outsourcing Success

How to Build Long-term Outsourcing Success

2014 Outsourcing Excellence Awards Best Long-term Relationship Cummins and HCL Technologies       “Cummins is in a better place today because of HCL’s guidance and support.” Curt Brown, Director, Service Excellence, Cummins Inc. Outsourcing relationships, like marriages, can be trying, hence the significant failure rate. Dun and Bradstreet reports that 25 percent of outsourcing […]

Video Recruiting Makes a Difference at Cigna, WilsonHCG

Video Recruiting Makes a Difference at Cigna, WilsonHCG

Video interviewing providers waxed poetic about the advantages of this new disruptive technology in our first two installments. But how does it really work in the real world? Here are two case studies that demonstrate the good, the bad and the ugly. How an enterprise is using video interviewing: Cigna Cigna, a global health service […]

Gamification Best Practices for Real Business Results

Gamification Best Practices for Real Business Results

How do you “encourage” employees to do a task they dread and hence avoid? That was the dilemma Charlie Bess, HP Fellow and HP Enterprise Services’ Chief Technologist of Americas Application and Business Services, faced. He was the chairman of HP’s Global Tech Conference. Attendees must submit a paper and then have five people review […]

Six Reasons Why Europe Is Now the Fastest-Growing Outsourcing Market

Six Reasons Why Europe Is Now the Fastest-Growing Outsourcing Market

Europe has edged out the US—and every other geography—as the leading outsourcing market in the last two quarters of 2013. A recent study found  Europe had a 43 percent global market share of outsourcing deals, beating the US’s 35 percent. In addition, Europe accounted for two of outsourcing’s megadeals valued at $1 billion or more. […]

How Mobile Is Redialing HR

How Mobile Is Redialing HR

Mobile phones have morphed from a communication device to a business tool. HR departments have noticed. They are putting mobile technology in almost every process—from talent acquisition to training to performance reviews. “We see this evolution becoming a revolution,” says Rayanne Thorn, vice president of product marketing and strategy for Technomedia, an integrated global talent […]

How the Advantages of Video Interviewing Are Improving Enterprises

How the Advantages of Video Interviewing Are Improving Enterprises

With the insane popularity of selfies, people clearly like being in front of the camera. And that includes using video from their smart phones. Video interviewing is actually more than cool and fun. Its usage is improving the profitability of the enterprises that use it in nine ways: from hiring better candidates faster to actually […]

Video Interviewing Is Changing How People Get Hired in 2014

Video Interviewing Is Changing How People Get Hired in 2014

Ubiquitous consumer technology is slowly invading the corporate enterprise. Nowhere is this more prevalent than the rise of video interviewing, where employers and recruiters interview job candidates using dedicated technology. Video interviewing, of course, has been around for years. Today, however, video interviewing for job recruiting, both live and recorded, has moved “from the margins […]

Governance Grows Up as Outcomes Become Key

Governance Grows Up as Outcomes Become Key

Ask 10 people what constitutes a successful long-term outsourcing relationship and you will get 10 different answers. But everyone will say governance is a key driver in every outsourcing relationship, no matter the flavor, and will continue to be as long as buyers and their service providers have to work together. But governance has been […]

New Buyer Demands and SMAC Are Changing Both Providers and BPO

New Buyer Demands and SMAC Are Changing Both Providers and BPO

BPO, the outsourcing constant, is continually changing. Here’s the constant: Service providers in 2014 “have to live up to evolved client demands, increased competition and a rapidly changing regulatory environment,” notes Sanjay Jain, chief strategy officer, WNS Global Services. What’s changing is how they are meeting their evergreen challenges…and some new ones, too. Here’s how. […]

Criminals Turn to Outsourcing to Launch Distributed Denial of Service Attacks

Criminals Turn to Outsourcing to Launch Distributed Denial of Service Attacks

Here’s one sign that outsourcing has become an accepted global business strategy: the criminals have adopted it! Yes, friends, neighbors and countrymen, criminals are hiring IT experts to perform distributed denial-of-service (DDoS) attacks, which effectively bring down Websites. NSFOCUS, Inc., a company that provides enterprise-level network security solutions and services, tracked 168,459 individual DDoS attacks […]