• Terms of Engagement

    August 27, 2015
    0 0 1 0 0 0 0 By Margot Cairnes, MBA, B.Ed. (Hons), 12 SFB (12 Steps-For-Business) Boards seem to be very interested in the results of engagement surveys in which there is a burgeoning industry. CEOs are responding by ensuring they are doing “something” about low engagement scores. We recently researched this trend. It […]
  • The challenge of reinventing ourselves

    August 6, 2015
    0 0 0 0 0 0 0 By Margot Cairnes, MBA, B.Ed. (Hons), 12 SFB (12 Steps-For-Business) As our world gets smaller and as the balance of power shifts from Europe and the US to India and China we find ourselves needing to learn and accept more about our cultures that might seem foreign to […]
  • How To Survive By Training

    July 28, 2015
    1 0 0 2 0 0 1 By Martin Conboy To cope with an ever-changing market and technological landscape, organisations need to invest in skills development and learning programs to ensure they remain competitive and are capable of adapting to the future. Outsourcing the development and delivery of these initiatives means costs can be kept […]
  • The constant challenge of doing more with less

    July 22, 2015
    1 0 0 1 0 0 0 By Mark Atterby BPO providers and their clients are always looking for ways to reduce costs yet improve service levels and productivity. Cutting-edge technology is a critical success for BPOs and their capacity to deliver business applications and functions to their clients. Finely tuned recruitment and HR practices […]
  • Passion for the brand: Is It lost when you outsource?

    July 7, 2015
    0 0 1 1 0 0 3 By Martin Conboy Customer engagement and innovation depends on having engaged employees committed to the brand and the values it represents. The burning question is can you expect the same level of commitment from the people working for your outsource provider or from contractors? Tony Featherstone ,in his […]
  • The Global Business Services Evolution

    June 23, 2015
    1 0 0 2 0 0 1 By Martin Conboy Global Business Services(GBS) is the holy grail of shared services. The Global Business Services model has taken root within the outsourcing and shared services industry in the last few years. It evolved out of the Shared Services model for delivering business services and processes. Rather […]
  • Managers must manage their bosses well

    May 27, 2015
    0 0 1 0 0 0 0 By Margot Cairnes MBA, B.Ed. (Hons) A key role of a managing director is managing his or her board. A well-managed board can be a great source of support, expertise and different perspective. A badly managed board can consume large amounts of management time, delay the making of […]
  • Strong Employee Engagement = Exceptional Customer Experience

    1 1 3 1 0 0 4 By Martin Conboy Creating exceptional experiences for customers requires having engaged employees who are enthusiastic about their workplace and their role within the organisation. According to a recent Gallup study however, employees are disengaged at work – worldwide only a tiny 13% of workers are engaged. Considering how […]
  • Take Me To Your Leader

    May 5, 2015
    0 0 2 2 0 0 0 By Martin Conboy “Take me to your leader” is a science fiction cartoon catch phase, said by an extra-terrestrial alien who has just landed on earth in a flying saucer to the first human it happens to meet. It suggests that every organisation has to have someone in […]
  • Innovate or Die!

    April 14, 2015
    0 1 1 3 1 0 2 By Martin Conboy “If change is happening on the outside faster than on the inside, then the end is in sight” Jack Welch, CEO, G. E. In fact, the world is changing so rapidly that organisations are struggling to keep up. I always remember my first boss telling […]
  • Industry Profile: Concentrix

    March 31, 2015
    0 0 1 0 0 0 0 Few people have the depth of experience in the outsourcing and customer service industries as Peter Monk, Australian and New Zealand Country Manager for Concentrix. In February last year Concentrix acquired the CRM Outsourcing business from IBM. This has given them three state-of-the-art delivery centres in the region […]
  • The Global Trend Toward Virtual Workplaces is Accelerating

    March 24, 2015
    1 1 0 2 0 0 0 By Martin Conboy Virtual workplaces allow individuals to work from anywhere in the world at anytime. Enabled by the Internet and modern communications technology, they are ideal for companies that need the ability and flexibility to scale up or down quickly to meet the demands of the market […]