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CRM & Call Center

5 Trends in Global Business Center Development

Ben Trowbridge

Offshore captive development and Global Business Services (GBS) have been integral to the growth and expansion of multinational corporations in recent years. With globalization and technological advancements, the offshoring industry has undergone significant changes, and offshore captives and GBS centers have evolved to fulfill changing business needs. The continued expansion of the middle and senior …

What Are Your Options to Create a Global Delivery Capability?

Ben Trowbridge

Summary: Even companies that might have a global footprint already can struggle with creating a balanced global delivery capability to control costs and access the right talent. Their experience and familiarity with their current situation can often cloud the decision as they are often too close to the problem to develop an unbiased and well-rounded …

How Texting, Veterans and SEO Helped RPO Companies Fill High-Demand Jobs

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Even as the economy has improved worldwide, the unemployment figures are still stubbornly high. But talking to HR and recruitment process outsourcing (RPO) executives, they are working overtime to fill certain jobs. Sometimes the skill set is too much in demand or just rare. In other cases, it is near impossible to reach the right …

Five Reasons Why Non-US Providers Are Beefing Up Their US Centers

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Non-US-based outsourcing service providers are currently beefing up their US operations. A constellation of events are making this beneficial for both outsourcing buyers and providers. “Every provider wants a US presence,” observes Denis Winkler, Director at Alsbridge. “And if they already have a presence, it’s growing.” Some of the factors creating this new geographical attitude …

Top Five Reasons for IT Directors to Outsource IT Services

Mark Walker, Business Development Director, Ubertas

Fear of surrendering control is probably the main factor holding many IT directors back from realizing the benefits you’ll reap when you outsource IT services. But if you can find an IT services supplier who will work with you in a genuine partnership, understanding the specific needs of your business, it soon becomes clear that …

What to Outsource in the 24×7 Marketing Age

Outsourcing Center, Karthik Nagendra, Business Writer

The digital age has changed customer DNA forever. They have no patience with 9 to 5 and they’re shredding the concept of after-hours and weekends. They have a voice, and that voice demands to be heard whenever, wherever. Enter outsourcing social media marketing. Working hours, what’s that? Banks—previously such strict observers of “working hours” all …

Fabric Data Centers: The End of Complex, Expensive and Inefficient Infrastructure

Outsourcing Center, Karthik Nagendra, Business Writer

What’s new in the data center? Last year, the buzz was around “fabric data centers” as organizations began to worry about costs. Did it make sense to have dedicated and expensive network, computing and storage resources around applications even if the IT infrastructure was outsourced? Could IT infrastructure costs be brought down? CIOs were under …

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring

Anand Chopra, Ph.D., Research & Analytics, Wipro BPO

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such …

The Next Generation Shared Services through BPO

Dennis Winkler, Director, Jim Matthews, Managing Consultant, Alsbridge

Executives are all asking similar questions of their shared service organizations (SSO): “How do I get to the next level of shared services and realize more value?” “How do I change my SSO model to expand services and go global?” “How do I drive continuous process improvement initiatives?” “How do I deal with social media …

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Outsourcing Center, Karthik Nagendra, Business Writer

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of …

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