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Outsource magazine: thought-leadership and outsourcing strategy | August 22, 2017

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Customer Satisfaction

Come see us again: why customer service matters in healthcare

May 2, 2017 |

The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more … Read More

Introducing ‘Sourcing Architecture’: next-generation sourcing and procurement transformation

August 5, 2016 |

Sourcing and procurement (S&P) leaders continue to reference efficiency, effectiveness and continuous improvement of operations as a high priority. Most will admit that continuous optimisation is not a destination, rather a journey that has become increasingly complex. Today, an agile … Read More

Embrace ambiguity: building a case for business value

June 28, 2016 |

Sourcing executives today are all about innovation and adding business value: buying smarter to drive business benefits such as increased customer satisfaction, reduced error rates and insights into product design. In other words, procurement operational strategy aspires to demonstrate alignment … Read More

The boomerang outsource

May 25, 2016 | 2

Offshore outsourcing is controversial. No news there. For over 15 years customers have been moving services offshore as part of their global souring strategy. In the early ’00s businesses couldn’t offshore quick enough. Opponents of offshoring frequently quote the loss … Read More

Britain’s transport industry: seeking solutions from the supply chain

February 2, 2016 |

Across all sectors of the UK economy, consumer-facing businesses are finding themselves caught between a rock and a hard place. On the one hand, consumer expectations are inexorably rising; driven ever higher by rapidly evolving technologies and an ‘at your … Read More

Hike, go long… run, fumble…

October 5, 2015 |

“Nice play. Now we have the ball on our own two-yard line. Only two yards from our own complacency end zone. Huddle! One down left. We’ll kick the ball. Hike! Fumble…..everyone piles on the ball. The referee blows the whistle. … Read More

Communicate with your end-users through more than one channel

January 29, 2015 |


Nowadays, the pace of change is highly accelerated and all companies are challenged to find new channels to communicate effectively with their customers. This is also a challenge for providers, who need to be able to adapt to … Read More

Collections: is quality assurance affecting where you decide to outsource your services?

September 29, 2014 | 1

Where companies are looking to reduce costs, outsourcing has been seen as the way to increase efficiency. Whilst relationships with outsourcers and clients continue to develop, clients’ expectations of the relationship are also growing, looking for additional ways to create … Read More

At Your Service (Part 2)

July 18, 2014 |

To read Part 1 of this article, click here…


One of the most influential thinkers in this field is the practical and thoughtful Frederick Reichheld of Bain Consulting [Ref 1]. It was he who most clearly articulated the lifetime … Read More

At Your Service (Part 1)

July 16, 2014 | 2

The best customer service is distinguished by the passion and energy of the staff delivering it. Whilst all know good service when it is seen, measuring it can be a challenge – and managing it well can be harder. What … Read More

Head-to-Head: Jef Loos & Eleanor Winn

July 16, 2014 |

It’s always great to be involved in ground-breaking research – especially when it’s backed up by some of the sharpest advisory minds in the space. Ahead of the release of Whitelane’s latest report on the UK’s ITO market, we asked … Read More

Improving service performance through data

March 3, 2014 |

We are constantly using data in everything from day-to-day operations through to decision-making – be it for capturing sales information to using sales data to inform buying decisions. Yet there is always an opportunity for improvement beyond just tracking a … Read More

Sitel’s Premium Technical Support services generate new revenue streams for clients while increasing customer satisfaction

July 15, 2013 |

Sitel is delivering Premium Technical Support (PTS) services that not only deliver operational efficiencies and increased customer satisfaction, but also generate new revenue streams for clients.

Joe Doyle, Marketing Director at Sitel UK, says; “Providing the best technical support … Read More

OPINION: Offshore or off course for the UK?

May 20, 2013 | 2

It’s time for a re-think on offshoring. A decade or so ago it may have made sense for UK-based organisations to send some of their jobs and business processes to areas of the world where labour costs were lower. There … Read More

Q&A: Paul Wickens, NICS Enterprise Shared Services

April 10, 2013 |

This article originally appeared in Outsource magazine Issue #31 Spring 2013.

Paul Wickens is the Chief Executive of NICS Enterprise Shared Services, an SSO established three years ago to serve the Northern Ireland Civil Service. As part of an ongoing research project into … 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