Latest News
  • 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 […]
  • Don’t be cheap

    August 13, 2015
    3 0 0 1 0 0 0 By Mark Atterby Cost reduction is a major allure for organisation’s to outsource. But being purely cost focused can be more costly in the long run. Cheap is not always better, particularly when it comes to selecting an outsourcing provider. One of the major causes of failed outsourcing […]
  • 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 […]
  • Market Snippets Year 6, Issue 24

    0 0 0 0 0 0 0 US: How 3D Printing Changes The Economics Of Outsourcing And Globalization India: Medical Process Outsourcing to play Key Role in Indian BPO Industry UK: HMRC’s Phasing Out of Aspire Outsourcing Contract Presents “Significant Risks” Latin America: the next big thing?
  • Seeing is believing – Outcomes based pricing

    July 15, 2015
    0 0 4 3 0 0 0 By Mark Atterby To achieve greater innovation and strategic value client organisations need to move away from resource driven pricing models to incorporate transactional and outcomes based pricing. However, outcomes based pricing presents its own sets of risks and challenges. Outcome-based pricing, where clients are paying for a […]
  • Shared Services vs BPO – Why make the choice?

    July 7, 2015
    0 1 0 2 0 0 0 By Mark Atterby BPO and Shared services are often viewed as competing choices. In fact they are complementary tools that can be used together depending on the situation. Business Process Outsourcing (BPO) involves contracting to an outside provider, who can provide skills and resources more effectively than can […]
  • Do you truly listen to your customers?

    June 30, 2015
    0 0 1 3 0 0 0 By Mark Atterby Social media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. The true value of social media listening, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive […]
  • Who’s afraid of big bad offshoring?

    June 23, 2015
    0 0 0 1 0 0 0 By Scott Stavretis, CEO, Acquire BPO We live in an era of ever-increasing globalisation. The world has become a global market as all sizes of businesses reach beyond domestic borders as technological advances accelerate globalisation’s momentum. But not everyone subscribes to globalisation. One of globalisation’s offsprings is offshoring, […]
  • Mapping the Customer Journey

    0 0 0 5 0 0 0 By Mark Atterby Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the […]
  • Measuring the impact of content

    June 16, 2015
    1 0 3 4 0 0 0 By Mark Atterby In recent years there has been a dramatic growth in content marketing. Spurned on by their Social Media initiatives, marketers are now producing more content than ever before. However, few to no standards exist that adequately capture the impact of content on the business, whether […]
  • It’s now or never – Customer Experience innovation

    June 9, 2015
    2 0 0 4 0 0 0 By Mark Atterby Most businesses understand technical, product or process innovation. They are adept at creating new products, services and implementing new processes and technology to deliver those products to market. However, products, services, and processes can be easily copied and reproduced. So what differentiated a particular brand, […]