Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
NelsonHall analyst Phil Fersht believes 2006 will be the year that has competitive bite. Here are his six cogent predictions about what will happen to HRO this year.
Outsourcing Center, Kathleen Goolsby, Senior Writer
How can retailers know how well they are serving the needs of the customers coming to their Web sites? Read about an outsourcing solution that gives retailers in-depth competitive intelligence for their online business.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
BPO deals will get smaller. Offerings have to be global. The supplier market will continue to contract. Procurement will come of age. Here are 15 trends that will reshape BPO next year.
Outsourcing Center, Kathleen Goolsby, Senior Writer
A new buzz surrounds IT outsourcing. Buyers are taking a new tactical approach to ITO. They want technical innovation, worry about security, and are embracing multisourcing. Read what the experts think will happen in 2006.
Bill Robinson, Business Writer
Bulgaria is boxing way above its weight. SAP is sending important IT work to its captive in Sofia. Did you know Bulgarian SAT scores rank second in the world? Read why North American and European companies are considering sending ADM work to Bulgaria.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
The media reports how offshoring is putting Americans out of work. This is certainly happening. But David Andersen, a partner at Bryan Cave LLP, describes how offshoring not only saved jobs but also created them for his high tech clients.
Mel Van Howe, Principal, The Copperwood Group
Is there a better mousetrap to catch your supplier in the maze of service level agreements? Bruce Leshine and Mel Van Howe believe the performance decrements model is a better method because the emphasis is on making sure the supplier corrects problems in a timely manner rather than generating credits that are inconsequential to both parties.
Kevin E. Colangelo, Kramer Levin Naftalis & Frankel LLP
Here’s why you need a technology lawyer when you do your next outsourcing deal. Kevin Colangelo of Kramer Levin Naftalis & Frankel explains why your attorney needs to understand server configurations as well as contract law.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In the midst of nationwide high levels of customer dissatisfaction with their utilities companies, one company has a goal to be the best service provider in the US by 2007. They’re well on the way, having exceeded their internal targets for 2003. This is the story of how they did it–by using an outsourced solution to improve employee performance.
Richard Sealy, Consultant
Today outsourcers can merge voice and data into a single infrastructure. However, this new paradigm disrupts well-established conventions. Richard Sealy discusses what the next generation of telecom service outsourcing contracts must do.
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