Outsourcing Center, Kathleen Goolsby, Senior Writer
Knowledge Process Outsourcing may become the fastest-expanding outsourcing initiative in the next 12 months, especially across Europe. Here’s what you need to know about KPO trends, the value proposition, and how to select a KPO service provider.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Telephones are sooo 1970s. The Salvation Army, however, is using phones in a very twenty-first-century way, thanks to outsourcing. And, the charity is saving significant sums, too.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Innovation is outsourcing’s new buzz word. However, it’s a lot easier to talk about innovation than do it. SAP’s Gianni Giacomelli discusses the techniques that work and the traps to avoid.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Telekurs Financial, which provides real-time data to the world’s largest banks, was still entering data manually. It clearly needed to offshore to speed up and improve the process. But where should it go? This is its story.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Five years ago, India was synonymous with IT offshoring. Today, two areas are seriously challenging India’s supremacy: China (position No. 2) and Russia (No.3). Read about the benefits of working with Russian suppliers like EPAM.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Common themes ran through the relationships of the Awards winners–whether the buyer was collecting child support payments in Louisiana, performing cardiac surgery in Boston, or supplying cell phone service to rural India. Peter Bendor-Samuel shares the lessons learned.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Old Mutual had earned the unhappy moniker: the worst in the industry. It outsourced to become competitive. During the first two migrations, events conspired to triple volume. Read how the two partners learned to work together under the crushing volumes.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
No one wants to wait three months to be paid. The Department of Surgery outsourced its bill collection, which cut day in accounts receivable from 94 to 50. But the change wasn’t easy; the two partners had to change how the surgeons operated (their back office.)
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution–to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Service was so poor with Aon’s first outsourcing supplier that it was losing customers. Then it switched to Alfinanz, which had both IT and industry experience. Now Aon is so successful it is challenging its biggest competitors and winning most tenders!
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