Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Lynda Gratton at the London Business School has studied teams for the last five years. She explains how to encourage hot spots, a business environment where ideas and excitement ignite teams, who then solve problems and innovate.
Outsourcing Center, Bruce McCracken, Business Writer
High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
In today’s tough outsourcing marketplace, winning all the business you can is the name of the game for suppliers. Being able to articulate what differentiates your brand in the marketplace is one way to increase your wins. Brenna Garratt knows how.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Companies that hope to capture market share when the economy turns must continue to invest in new product development. Knowledge management in R&D is difficult because the valuable learning is tacit knowledge, which is hard to codify. Professor Keith Goffin describes the best ways to do this.
Outsourcing Center, Kathleen Goolsby, Senior Writer
A new, more strategic outsourcing model is necessary for speeding time to market yet also limiting the development cost of new products. It requires a different kind of thinking, communicating, and strategizing. Here’s how to leverage this new model for competitive advantage.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In the past, barriers to moving a call center back on shore included the high cost of staffing, training, technology, and terminating a contract early. Organizations can now handle their move back onshore cost-effectively and get up and running again quickly. Here’s how.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Ed Anderson, CompuCom’s new chief strategy officer, shares his insights on who should move to the cloud, when they should move, and why. He also discusses how racing a sailboat and World War II history taught him important leadership skills.
Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.
Expert Linda Tuck Chapman says buyers should take a long hard look at their contracts, relationships, and strategies to capitalize on current market opportunities. She lists three things to do now before the market changes.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
The common wisdom is outsourcing is counter-cyclical, so it should be going gangbusters in the down economy. But that’s not what actually happened. What is going on? The international law firm Morrison & Foerster polled its clients. Partner Christopher Ford reports the findings.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Unilever Europe has 80 factories in 24 countries. The division used 18 ERP systems and hundreds of different finance processes, which led to high costs and varying reliability. IBM turned the organization upside down. This contract is groundbreaking in the FAO BPO sector in Europe in both size and scope.
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