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Outsource magazine: thought-leadership and outsourcing strategy | July 26, 2017

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Q&A: Rainer Machek, SynerTrade

May 17, 2017 |

Rainer Machek is Executive Vice President at SynerTrade, a Germany-based global provider of digital procurement solutions. We caught up with Rainer at a recent Sourcing Industry Group (SIG) Global Summit to find out a bit more about his organisation and … Read More

Will the UK save £1.6bn on procurement after Brexit?

May 5, 2017 |

In its campaign against the UK’s continued membership of the European Union, ‘Vote Leave’ claimed that EU procurement rules, which govern the purchase of goods and services by public sector bodies, cost UK taxpayers £1.6bn a year. It also claimed … Read More

Outsource talked without me!

December 6, 2016 |

Regular readers will know that each month I publish a column waxing lyrical about that month’s Outsource Talks webinar (typically a passionate, exuberant piece written from the heart, as I genuinely greatly enjoy hosting these “talkshow”-type events and, along with … Read More

OPINION: Vendor headquarters matter

June 23, 2016 |

Most companies recognise outsourcing as an attractive way to efficiently complete software development projects, especially for companies that are experiencing skills gaps, time gaps or budget gaps. When this happens, outsourcing can be a viable solution – but only if … Read More

Q&A: Kevin Parikh, Avasant

April 20, 2016 |

Kevin Parikh is the CEO and Senior Partner of sourcing advisory firm Avasant. Continuing our series of interviews from the SIG Summit in Orlando, Florida (see plenty of 140-character takeaways on Twitter via the hashtag #SIGspring16) we got together with … Read More

Q&A: Mike Beals, College of Governance, SIG University

January 19, 2016 | 4

As outsourcing has matured as a practice, and as new technologies such as cloud have come to the fore, the nature, composition and scope of deals have evolved dramatically: we live in an age of multisourcing, of hybrid delivery environments … Read More

Visions of the Future: The Next Decade in BPO

July 5, 2013 | 2

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

Quality trumps cost-cutting in outsourcing shift

May 29, 2013 |

Businesses are increasingly prioritising quality over cost in terms of which countries and which firms they turn to for their outsourcing needs. Companies are seeking more sophisticated skills and capabilities to adapt to the ever-faster pace of change in business … Read More

Reflections from Chicago: Public Sector Shared Services

November 28, 2012 |

Like Chicago’s famous Cloud Gate, the Shared Services & Outsourcing Network’s (SSON) annual conference on Shared Services in the Public Sector provided plenty of opportunity to reflect and look at the topic of public sector shared services from different points … Read More

Case Study: Zynga and TELUS International

July 31, 2012 |

When social game provider Zynga – the San Francisco-based developer of CityVille and FarmVille, among others – was looking for an organisation to handle its interactions with its nearly 300 million customers globally, it wasn’t just looking for ‘customer service’: … Read More

Plenty To Chew On

July 2, 2012 |

This article originally appeared in Outsource Magazine Issue #28 Summer 2012

At the end of May, Outsource partnered with law firm Stephenson Harwood to produce an exclusive dinner and roundtable debate on the topic ‘Outsourcing and the Inexorable Rise of … Read More

Q&A: Professor Philip Taylor, University of Strathclyde

June 26, 2012 |

Philip Taylor is a Professor at the University of Strathclyde, Scotland, and the author of numerous works on call centres, offshoring and business process outsourcing. To launch our Xplores series with Scottish Development International examining ‘The Future of Rightshoring’, we … Read More

Critical aspects of governance in outsourcing: insights from industry

October 3, 2011 |

This article was written in conjunction with Kaustuv Halder and Markus Biehl.

Kaustuv Halder is a graduating student at Schulich School of Business, York University, Canada. He is specializing in Operations and Information Systems and has developed a keen interest … Read More

Canadian outsourcing trends: June 2011 update

July 26, 2011 |

The Canadian outsourcing industry continues to grow in 2011 after an overall positive year in 2010. BPO registers a year-on-year (YOY) growth of 2.25 per cent whereas Hosting Services grows by 8.75 per cent. The CORE (Centre for Outsourcing Research … Read More

Buyers with magnifying glasses: security inside outsourcing relationships

April 26, 2011 |

This column originally appeared in Outsource Magazine Issue #23 Spring 2011 as part of the lead article “Safe and Sound”. To read the full article, click here.

From a buyer’s perspective, the labyrinth created by outsource partnerships is a tangled … Read More

A perfect storm is coming for call centres

March 8, 2011 |

Today, call and contact centres are operated at high efficiency standards.  That’s due to high costs in labour, brick and mortar and technology.  We manage them with service level agreements (SLAs), metrics and to a given budget.  No surprise there.  … Read More