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

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Regulating outsourcing creates surprising vendor opportunities

January 3, 2017 |

During the election, Donald Trump said that he would stop work from leaving America, and would tax offshored products at 35%. Weeks before Trump is sworn in as President of the United States, he is hard at work wheeling and … Read More

Air freights, drones, and the Internet of Things: what is the future of the supply chain?

September 26, 2016 | 1

Since the dawn of the Industrial Revolution, the global supply chain hasn’t really changed all that much. Products are made from raw materials in factories, shipped off somewhere else (either by land or sea), stored in a warehouse, and then … Read More

The App Dev economy

March 26, 2015 |

Every now and then, the outsourcing market throws up an aberration around which course-changing events happen.

We recently published our annual app development economy report and one stat caught our attention: the cost of app development in Indonesia is 25x … Read More

Show Us The Money

October 7, 2013 |

An explosion in payment options, functionality and complexity is underway. What does this mean for business and outsourcers, all of whom need to optimise revenue, increase cross-sales while building the trust of the public?

This article is written from my … Read More

Keeping in Touch: Epochal Change for Customer Contact

September 26, 2013 | 1

In a business arena as dynamic – and as tech-dependent – as the customer contact space, organisations that don’t have their metaphorical fingers on the pulse and that aren’t able to evolve with their clients’ customers are doomed. But that’s … Read More

The Digital Divide: are we ready to breach the chasm?

August 2, 2013 | 2

This article has been guest authored by Harold Tuck, Avasant Distinguished Fellow.

Thomas Friedman, in his 2005 epic book The World is Flat, argues that convergence of the personal computer with fiber-optic micro cable, along with the rise of workflow … 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

Ready 4 Success?

June 28, 2013 |

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

If knowledge is power then access to information is the lynchpin upon which it is realised. Where once information was stored in filing cabinets and carried around in briefcases, … Read More

Upwardly Mobile

April 9, 2013 |

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

Mobility is the new poster boy of the connected world and businesses the world over are trying to figure out a way to harness its potential for competitive advantage. … Read More

Why businesses fail to reach the mobile consumer

November 17, 2011 |

Steve Jobs revolutionised the way in which consumers use technology to communicate – a legacy which will carry on for many decades to come.  Up until a few years ago the internet was almost exclusive to desktop and laptop computers, … Read More

The big switch to smart service

October 24, 2011 |

With some organisations taking up to 70 million calls a year, and with workforces of close to 10,000 agents, outsourcers continue to be selected on the basis of their expertise in technology, process capability and forecasting customer contact.

With cooperation … Read More

Making Contact

September 28, 2011 |

This article originally appeared in Outsource Magazine Issue #25 Autumn 2011

The word “revolutionary” is bandied about extremely liberally, and frequently inappropriately, in business – but the impact of technology upon customer service over the last few decades certainly fits … Read More

Outsourcing and how mobile communications are changing the way we choose to work

August 19, 2011 |

There is a generation that run their lives on smartphones or iPads. Paper is never considered, people are online all the time; they share their work and personal time on applications such as Facebook, Twitter or LinkedIn.  As mobile technology … Read More

Strategic planning for outsourcers: a roadmap to success

June 8, 2011 |

Every business needs a roadmap for its journey to success.  Whether you’re an outsource provider, an outsource user or a self-source provider, your business requires a roadmap and a strategic plan to continue and achieve your goals.  In the outsourcing … Read More

Wouldn’t you increase your talk time with your customers, if you could?

May 18, 2011 |


First off, we need to be honest with ourselves.  Today’s business requires support and customer service to our clients.  Based on today’s economy, technologies and processes, most of us find that customer touch must be reduced.  Average Handle Time … Read More

Social networking: Ground Zero

May 3, 2011 |

Social networking has a huge impact on today’s business as well as on our personal lives as businesspeople.  It affects those we depend on as friends, employees, associates and those we depend on as business contacts.

Twenty years ago, in … Read More