Research & Insight

Research & Insight

BPO

Supply Chain Changes: Going Green and Going Global

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Going global and green initiatives are two new directions supply chain outsourcing is heading. Like other BPO processes, IT and services are converging. And our experts see two new areas for supplier growth. Here’s what else the experts expect. Going global: the move to right-shoring Navanit Samaiyar, Senior Vice President, Procurement and Supply Chain services …

Social Media: How Will It Change Outsourcing?

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Kids have been Tweeting and creating Facebook pages for years. But now, digital marketing has become a new tool of the business world. For the first time outsourcing buyers are asking their suppliers “for social media solutions to help them out, specifically in customer care,” reports Mike Wooden, Senior Vice President, Market Development, Business Process …

Four Trends That are Changing Human Resources Outsourcing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Renewals are the big news in human resources outsourcing. Mohammed Haque, Vice President & Head of Enterprise Solutions Service practice at Genpact, estimates about $40 billion in contracts will come up for renewal from 2010-2012. How buyers go about renewals is about to change. Buyers are becoming “much more aggressive in going out and getting …

Areas Where Outsourcing Will Grow in the Next Five Years

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Our experts predict several areas of the industry will experience significant growth over the next five years. Predicted growth areas for outsourcing will include reverse outsourcing, verticalization, emerging markets, business analytics, healthcare, transportation, and ERP, among others. Industry trends Andrew Pery, Chief Marketing Officer, Kofax, says one of the predicted growth areas for outsourcing will …

Finance and Accounting Outsourcing of the Future: More Technology-Enabled Processes and a New Supplier Landscape

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Verticalization. Major changes in the supplier landscape. Melding process and technology to boost FAO processes to the next level. Here is what our experts are predicting for future trends in finance and accounting outsourcing. Ritesh Idnani, Vice President and Head, Global Sales and Marketing for Infosys BPO, believes finance and accounting outsourcing (FAO) will grow …

UK Insurance Company’s Outsourcing Success Combines Cost Savings with Long-Term Efficiency Increases

Outsourcing Center, Bruce McCracken, Business Writer

Changes in technology and the business landscape and new government regulations forced Equity Insurance Group to implement strategic changes to remain competitive. Offshoring to WNS was so successful the parties added gain-sharing in the second contract.

Supplier Keeps Mailrooms Safe at Verizon Wireless

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Océ Business Services has handled its share of emergencies for Verizon Wireless, including the anthrax scare after 9/11 and the ravages of Hurricane Katrina. And its improved processes have generated savings of $1.5 million rather than the projected $300,000 – exceeding expectationss by 500 percent. Read why this relationship succeeds.

Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents

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.

How to Improve Knowledge Management in New Product Development Projects

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.

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