Business Challenge

Who are the Real Sales Support Leaders in our Industry Today?

Who are the Real Sales Support Leaders in our Industry Today?

Over the years, I have had the privilege of leading and working with some great sales support leaders; the unsung heroes of large outsourcing providers, telecom carriers and consulting firms alike.  Often, these individuals are underappreciated and underpaid, even though they are the glue that holds a services company together throughout each critical stage of a […]

Give Your RFP a Makeover to Improve Results

Give Your RFP a Makeover to Improve Results

The Request for Proposal (RFP) has long been the key tool for IT leaders to ensure they obtain what they deem necessary to solve a specific technical problem or need.  But this traditional approach is looking rather worn and tired, limiting businesses to potential unseen benefits. It’s time to makeover your RFP process. With margin […]

The Three Keys to Driving Down Corporate Telecom Costs

The Three Keys to Driving Down Corporate Telecom Costs

Be honest: when was the last time you tried to do something about your telecom expenses? Although telecom costs are anything but cheap, these expenses are typically one of the most neglected segments of a company’s IT budget. Many CIOs look at these hefty line items as necessary evils, driven by an increased appetite for […]

The Business Impact of Contact Center Attrition

The Business Impact of Contact Center Attrition

Attrition is often considered a “canary in a coal mine”— an indicator of how effectively centers are run and their ability to deliver the desired customer experience outcomes. This study goes one step further and confirms the actual business performance impact associated with attrition. Using quantitative methods, this report illustrates how attrition directly impacts both […]

By June 24, 2014 Read More →
Beware the IT Midlife Crisis

Beware the IT Midlife Crisis

It’s happening at a record rate. Twenty years, thirty years into a successful long-term relationship, something snaps.  All of a sudden, that hot young thing that everyone’s talking about looks a lot better than the reliable, predictable world back home.  You’re not unhappy.  After all, you’ve grown up with what you have, you’ve seen each […]

Adding Autonomics to Outsourcing

Adding Autonomics to Outsourcing

The concept of robots running the data center may sound like the plot to a blockbuster Hollywood movie, but CIOs should give serious consideration to adding autonomics to their outsourcing contracts.  Today, top notch providers are augmenting their arsenal with operational and business process automation to deliver even greater client benefits. Since 2012, industry observers […]

Good Medicine: Five Reasons to Outsource Medical Coding

Good Medicine: Five Reasons to Outsource Medical Coding

Health care is getting complex. And between the provider and the payer, the patient is getting increasingly concerned and confused about diagnosis, treatment and billing. Current Procedural Terminology (CPT) codes have come to everyone’s rescue. CPT is the uniform code that describes medical, surgical, procedural and diagnostic services provided by healthcare providers. Even a small […]

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 […]

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

2014 Outsourcing Excellence Awards Most Reliable Japan International Cooperation Agency and Accenture     “The start of the project was plagued with challenges, such as system down and a major earthquake. Accenture’s ability to confront these challenges head-on, then embark on a journey of improvement and innovation through JICA’s unique SLA approach, has resulted in […]

BPO Futures: Bet on Change

BPO Futures: Bet on Change

To live in an age of rapid change is as exhilarating as it is challenging. This is an extraordinary time for the BPO space, with huge leaps in business technology, process and theory taking place against the backdrop of tumultuous economic conditions, the ongoing evolution of globalization, and the social and mobile revolutions playing out […]

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 […]

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

A decade of outsourcing to reduce costs has left many firms with poorly understood, cluttered application portfolios. Other firms have lost in-house expertise or been left with out-of-date documentation due to downsizing. Facing intense global competition and digital age users with ever-growing expectations, the time has come for CIOs to regain control of their IT […]

Virtual Assistants Get Down to Business

Virtual Assistants Get Down to Business

Seriously, what is more fun than a little friendly banter with the virtual assistant on your smartphone?  “She” retrieves directions, dials contacts and even retrieves the answers to life’s most burning questions, like “What is the capital of Indonesia?” or “How many feet in a meter?” or “Do I look good in the color blue?” […]

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 […]

Ready or Not, The Internet of Things is Here

Ready or Not, The Internet of Things is Here

Remember, back in the day, when we thought the smartphone was the ultimate in connectivity? At last, we were “unchained from our desks,” armed with a portable email inbox, calendar and a boatload of apps to make our personal and business lives better. Of course, we still had to wake up for that early morning […]

Faking the Big SEO

Faking the Big SEO

Your social media campaign not so well “liked?” Facebook friend-count a little sparse? Don’t despair. If you’ve got the money, somebody’s got the time to click, like and Friend away. Today, offshore click farms are popping up on every digital corner, ready to follow you, like you, link to you or provide any other form […]