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Outsource magazine: thought-leadership and outsourcing strategy | September 23, 2017

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Jerry Durant

What are the primary obstacles to the widespread adoption of robotic process automation?

April 23, 2014 |

BPOs are at a critical turning point where they need to deliver cost-effective, differentiated solutions. Clients continue to demand innovation, but are hard-pressed to define what that “innovation” might be.  Robotic process automation represents a dramatically new, exciting way for … Read More

What will be the main ramifications for today’s outsourcing space of the ongoing robotic automation revolution?

April 23, 2014 |

I’ve already re-shored around 300K work items a month from our existing outsource work stack and automated processes using RPA, and at a fraction of the cost of manual resource. Although we’ll always have a need for a manual back … Read More

How widespread do you see the adoption of robotic process automation being within your own organisation over the next 12 months?

April 23, 2014 | 1

As an ITO we are always looking for ways to expedite while securing quality. For this reason software reuse, software factory and agile methods are in play and being advanced on an ongoing basis, driven by our strategic agenda (not … Read More

What will be the impact upon your organisation specifically of the increased adoption of robotic process automation?

April 23, 2014 |

We hear from suppliers that the BPO industry has been reluctant to embrace RPA as it is often seen as a threat rather than the opportunity it is. If however you are a service provider with a large workforce in … 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

Losing The Race Before You Put Your Trainers On

April 10, 2013 |

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

Business value is a lot of rubbish, not because it isn’t important but because the means of achieving value is grossly abused. Without this keystone to a successful service relationship … Read More

Stage “n”… Ready or oblivious/evolution or revolution?

February 22, 2012 |

Somewhere in South East Asia the rain gently hits upon the window of the multi-story office building where people are intently engaged in providing services to a client in a far away land.  The picture could be repeated elsewhere; in … Read More

BSO: the next step in BPO evolution

September 12, 2011 |

Buyer: “I’m really confused: all I have is a simple process that needs to be supported.  All I can find is either call centres looking for my business or small companies wanting to do data input.” Provider: “Am I a … Read More

Responding to a culture clash

August 24, 2011 |

(This article has been written in response to the recent online debate between Brandi Moore – writing on the Outsource site – and Esteban Herrera – responding on Horses for Sources – around cultural differences and their relevance to outsourcing.)

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Stupid is as stupid does…

August 4, 2011 |

Maybe the title is a bit harsh but it is certain to attract attention and point to problems that affect the outsourcing industry. It is quite interesting that the tenor of such a bold statement, taken from the epic movie … Read More

Sourcing unravels in the Arab world

February 2, 2011 |

Just about anyone can write a piece about current events and even go so far to paint the future. Heaven knows that prophesy is seldom remembered or referred back to. Then there are those that articulate the “would have, could … Read More

Swimming lessons for outsourcing

January 4, 2011 |

Outsourcing is a lot like swimming: taking chances is apt to result in catastrophic consequences. Thinking back to my early childhood my mother was quite specific about the rules that I had to follow when it came to swimming.  While … Read More

The Professional Perspective

December 14, 2010 |

The impact of the immigration question upon outsourcing is an issue affecting every corner of the outsourcing space – so in addition to our lead feature, and our provider interview, in the Winter 2010 issue we threw the debate open … Read More

Is M&A a NEW Rap Artist?

December 1, 2010 |

For many the thought of a merger or acquisition (M&A) is the farthest thing from your minds. Our hardened focus on staying alive and weathering the current economic realities are first and foremost. Yet every company should have, as a … Read More

What if…?

November 2, 2010 |

I wonder sometimes: if outsourcing were to end, what would happen?  It is highly unlikely that this would take place instantaneously but it could happen over a protracted period.  Chances are it would start with buyers, for some precipitated reason, … Read More

Is there any value to being Number 1?

October 15, 2010 |

As a small child I remember standing back-to-back with my dad and measure my growth.  Each time, I was successively closer to reaching his height.  It seemed as the days wore on and slow gradual progress was made it meant … Read More