IT leaders should have the information they need to make informed business decisions on how to run their department and buy the products and services they need. Benchmarking is one of the best means to deliver such information, but has traditionally been an expensive, time consuming and painful endeavor. Not anymore. ProBenchmark is able to [...]
Customer experience has become a powerful differentiator for organizations of all sizes and types. In today’s ultra-competitive market, businesses must strive to deliver exemplary customer service across all touchpoints and via a proliferating array of channels. With customers becoming more demanding every day – and given the fact that dissatisfied customers often will take their business over to [...]
Welcome to this edition of BPO Thought Spot — providing you with meaningful thought leadership on the latest trends, innovations and practices in the outsourcing space. The world of outsourcing is evolving to meet the changing needs of today’s business. What began as a method of achieving labor arbitrage is transforming into a dynamic way for [...]
What is the next great strategic sourcing practice for sustaining cost reductions and driving an efficient, competitive business in an environment that is constantly and dramatically changing? The answer is in how companies are addressing vendor relationship management and creating incentives that better leverage the capabilities of their current providers. Most mature outsourced companies have created [...]
A look inside a BancTec Center of Excellence shows how remittance processing can be automated and optimized into a single, streamlined process that both ensures quality and reduces risks for customers. BancTec calls it Intelligent Business Process Outsourcing or iBPO.
By leveraging the huge amounts of data, organizations of all types can increase operational efficiency and quality, leading to cost and labor savings and a competitive edge, along with streamlines processes and a better ability to fight fraud. In this white paper, you’ll learn how organizations are managing and analyzing proliferating data and how these [...]
Symphony Services is a software innovation company. We help our clients ideate, develop, deploy and manage innovative software and software-enabled products. Our solutions address traditional and new software product engineering challenges created by faster release cadences, the need for mobile cross-platform user experiences and the shift to a cloud delivery model. Symphony Services has changed [...]
The lack of certainty about the future is prompting businesses to hesitate in making bets on tomorrow. Enterprises that use Analytics and Technology to address business challenges have a tremendous competitive advantage. However, both Analytics and Technology must be used to rigorously re-engineer processes so that the need to address longstanding challenges is eliminated altogether. [...]
Manish Dugar, Sr VP Wipro BPO, shares his views on how Wipro is helping its customers do business better by leveraging BPO as a revenue enabler.
Enterprise IT and compliance groups agree on one thing for certain: their cloud environments could use some work on the security front. Less than half of the 1,018 IT security practitioners and enterprise compliance officers surveyed by the Ponemon Institute, which conducts independent research on privacy, data protection and information security policy, believe their organizations [...]
With the rate of technical and business change increasing through the foreseeable future, outsourcing contract renegotiations have become the new normal. Clients and providers must now develop outsourcing contract renegotiation skills as part of their core competencies in order to ensure the provider’s services are aligned with the client’s needs in terms of price and [...]
Sweeping change is difficult for any organization. But in an industry such as insurance whose operations are tethered to a complicated aggregation of legacy systems, will the organization’s ability to adapt and embrace cloud-based technology be especially challenging? Cloud-based products represent the industry’s greatest opportunity to move the dial forward. Implementation of private or public [...]
As the rupee hits new lows against the U.S. dollar this year, the issue of how foreign exchange rates impact offshore outsourcing arrangements has again come to the fore. But how swings in currency valuations affect outsourcing parties remains a complex question. A weak rupee, for example, theoretically boosts the top line of Indian service [...]
NIIT Technologies Inc is a publicly held global IT services company operating in 14 countries and certified at highest process and security levels. It focuses on Insurance, Travel, Logistics & Hospitality, Financial Services, Media and Healthcare in North America. It is ranked as the third best outsourcer in the world by Data monitor Black Book [...]
At the most basic level, the challenge with change management is that everyone knows it’s important, even that it’s make or break to the success of outsourcing engagements, but very few actually know what it is or how to do it. Even the most outsourcing-sophisticated organizations fall short in their change management activities. Sourcing change [...]
A new study by Monitor Group and the Rockefeller Foundation examines BPO that delivers a “double bottom line”—a strong business case and social impact. There’s little doubt that offshoring business process work can deliver cost savings for outsourcing customers and profits for business process outsourcing (BPO) providers. But can the BPO industry actually improve the [...]
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