Research & Insight

Research & Insight

2014 forecast issue

Governance Grows Up as Outcomes Become Key

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Ask 10 people what constitutes a successful long-term outsourcing relationship and you will get 10 different answers. But everyone will say governance is a key driver in every outsourcing relationship, no matter the flavor, and will continue to be as long as buyers and their service providers have to work together. But governance has been …

New Buyer Demands and SMAC Are Changing Both Providers and BPO

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

BPO, the outsourcing constant, is continually changing. Here’s the constant: Service providers in 2014 “have to live up to evolved client demands, increased competition and a rapidly changing regulatory environment,” notes Sanjay Jain, chief strategy officer, WNS Global Services. What’s changing is how they are meeting their evergreen challenges…and some new ones, too. Here’s how. …

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