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

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Why multiplying compliance risks demand a calculated strategy

May 10, 2017 |

In the past, compliance risk was a top-of-mind issue among select industries: regulators appeared to have banking and financial services, along with energy and extractives, under a constant microscope. But as supply chains expanded across oceans and continents, and countries … Read More

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

Hybrid management for hybrid clouds

June 14, 2016 |

The hybrid cloud model is here to stay for the foreseeable future. While a full public cloud infrastructure has worked well for some pure-play digital companies such as Netflix, most enterprises are finding that in spite of the benefit, not … Read More

The Facebook factor

August 21, 2015 |

There seems to be a growing trend amongst WFM technologies to play up the divisions and mistrust between management and staff. There are advertising themes based on: “Do you know how your staff really spend their day?” and examples of … Read More

NBA Q&A: Carl Churchill, NetPay Merchant Services

August 27, 2014 |

Carl Churchill is the Managing Director of NetPay Merchant Services. His organisation has been chosen as a finalist in the BlackBerry Business Enabler of the Year category at the 2014 National Business Awards; as part of Outsource‘s partnership with the … Read More

Performance Is Not Optional: Why Network Emulation Matters…

April 3, 2014 |

If you’re outsourcing, whether to a hosted datacentre, cloud/MSP datacentre or IaaS environment, you’ll consider availability, server/storage resources and security. You’ll discuss these thoroughly with your potential providers. In fact, together with price, these will be amongst the main criteria … Read More

#SMO: Is this the new outsourcing acronym?

October 25, 2013 | 1

Social media is now a widely accepted way for organisations to communicate with their customers about what is happening in their business. Whether it be Facebook, Twitter, Google+, LinkedIn, YouTube, or whatever other flavour of social media a business prefers, … 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

The Rise of Social Media: a New Opportunity for Outsourcing

July 4, 2013 |

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

This article looks at one of the newest kids on the BPO block: social media management services.

Do you look for technical advice on online forums as you first … Read More

Key drivers for managed print services

April 24, 2013 | 1

Despite the age of digital communications and prevalence of smartphones and tablets, few organisations actually operate a paperless work environment with many continuing to rely on printing to support business activities. Yet a poorly managed print infrastructure can lead to … Read More


September 25, 2012 |

Extremely robust metrics will always have a place in this business, people…

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May 24, 2012 |

Sometimes, Big Brother really is watching you…

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Safe and Sound?

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

The security of data and processes lies at the very heart of outsourcing – but is your organisation doing enough to protect itself and its partners?

Famously, “the strength … Read More