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Outsource magazine: thought-leadership and outsourcing strategy | July 20, 2017

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The Customer

Q&A: Don Peppers, Peppers & Rogers

August 1, 2010 |

Don Peppers is one of the world’s foremost authorities on customer-focused relationship management. With his business partner Martha Rogers, he is the author of several game-changing books on relationship management and the customer experience; Outsource caught up with Don to get … Read More

Post-Election Thoughts (Part 1)

November 30, 1999 |

As part of the research into the lead article for the autumn issue of Outsource (Outsource 21, published next week), on sourcing in the post-election landscape, we conducted interviews with a wide range of players from across the UK’s outsourcing … Read More

Q&A: Dilbagh Gill, Mahindra Satyam

November 30, 1999 |

At the forthcoming FIFA World Cup in South Africa, an indispensable role will be played by India-based provider Mahindra Satyam, who in 2007 (in its previous incarnation as Satyam) secured the contract with global football administrators FIFA to provide … Read More

Call centre provider Garlands falls

November 30, 1999 |

Garlands, the largest call centre outsourcing firm in the UK’s north-east, has collapsed with the loss of over 1,100 jobs, it was announced last week. Administrators were appointed to take control of the company on May 17th, four months after … Read More

IBM to buy Sterling Commerce

November 30, 1999 |

IBM has announced it is to purchase Sterling Commerce from AT&T in a cash deal worth $1.4 billion (£976m). The acquisition will “expand IBM’s ability to help organizations create more intelligent and dynamic business networks by simplifying and automating the … Read More

Managing Culture When Outsourcing

November 30, 1999 |

Sunit Jilla of Farnham Castle International looks at the importance of cultural considerations when it comes to offshoring operations.

On paper, outsourcing customer services, IT, or back office functions should save time and money.  However, many organisations have found, managing … Read More

Ofcom to crack down on silent calls

November 30, 1999 |

UK call centres will have to take greater precautions to prevent repeated silent calls to consumers and businesses, according to telecoms regulator Ofcom. The organisation is considering implementing measures including a ban on multiple calls to answer phones following a … Read More

HGSL buys Careline Services

November 30, 1999 |

Hinduja Global Solutions (HGSL), a subsidiary of the Hinduja Group, has announced the acquisition of UK-based call centre and customer relationship specialist Careline Services – HGSL’s first such acquisition in the UK. No financial details of the deal have yet … Read More

Australian BPO body formed

November 30, 1999 |

An industry association for the BPO sector in Australia, aptly monikered the Business Process Outsourcing Association of Australia (BPOAA), was formed last week at a meeting of industry representatives in Sydney, with the intention of promoting the BPO space in … Read More