Are jobs being killed by technology?
By Bernard Condon To workers being pushed out of jobs by today’s technology, history has a message: You’re not the first. From textile machines to the horseless carriage to email, technology has...
View ArticleHere there and everywhere
Here there and everywhere After decades of sending work across the world, companies are rethinking their offshoring strategies, says The Economist’s Tamzin Booth Early next month local dignitaries will...
View ArticleUS Employment Outlook Strengthens as Companies View Growing Stability
Improved optimism in the US economy is helping bring much needed stability to many organizations and is fueling positive trends in the labor market. Based on a detailed survey of 618 U.S. based firms...
View ArticleMarket Snippets – Issue 5, Year 4
The first contact centre in Tasmania to be certified to the COPC CSP Standard was recently announced. The COPC CSP Standard is a performance management system for customer service providers and is the...
View ArticleMarket Snippets – Issue 7, Year 4
South Africa has won the National Outsourcing Association (UK) – Offshoring Destination of the Year in 2013, for the second year in a row. Congratulations South Africa! See:...
View ArticleAmerica’s Disappearing Workforce
By Robert De Neufville Where did America’s workers go? The future of the American economy may hinge on the answer. The US economy added 165,000 new jobs in April and the unemployment rate fell to 7.5%....
View ArticleBig data and call centre hiring
Robot recruiters THE problem with human-resource managers is that they are human. They have biases; they make mistakes. But with better tools, they can make better hiring decisions, say advocates of...
View ArticlePulling the plug on call centres
By Matthew Hall Businesses and customers are looking for each other in the wrong way. Is the traditional call centre finished as a customer service platform now that social media and crowd help are the...
View ArticleThe Long Journey ‘Home’ – Contemplating Bringing Work Onshore
By Alan Hanson As recently as 2006, Pluto was a planet, Apple hadn’t broached the iPhone, and India may have been the choice for low cost off shoring – without serious significant competition. Today,...
View ArticleA rising dollar and strong Asian competitors shook up the Aussie BPO sector
By Martin Conboy There are parallels between the Australian outsourcing sector and the Australian car industry. I saw an article in our local media and saw immediately the common theme. In the...
View ArticleOutsourcing your life
By Larissa Ham Finding there are not enough hours in the day to feed and clothe yourself, let alone fit in some exercise and spend time with your nearest and dearest? You’re not alone. An increasing...
View ArticleProtectionism leads to its own outsourcing problems
By Marc-William Palen Free trade agreements have long been blamed for outsourcing and the loss of local jobs but protectionist policies also result in outsourcing – and can lay claim to an even longer...
View ArticleTeleworking has its dark side
There are numerous benefits to teleworking, for employers and employees alike. But it does have its dark side. A new report has found that teleworking can cause isolation, disrupt work-life balance,...
View ArticleThe Secret Formula for Innovation
Entrepreneurs have the tenacity and agility to create a fast growing startup, and corporates have the networks and resources to scale them quickly. But with corporates and entrepreneurs so separated,...
View ArticleDealNet’s BPO unit lands $10 million, 5-year contract
DealNet Capital Corp recently announced that its business process outsourcing (BPO) subsidiary, OC Communications Group (OCCGI), has been awarded a five-year contract with a major global loyalty...
View ArticleCall Centre outsourcing buyers want more
The buyers of contact centre outsourced solutions are looking for more than just cost savings, according to outsourcing consultancy Everest Group’s contact outsourcing annual report 2013. They want...
View ArticleAccent no barrier to customer service
By Jason Thurwanger, Contact Center/BPO Consultant/Client & Customer Champion Accent receives far too much credit as being a primary barrier to warm and engaging communication taking place when a...
View ArticleIT budgets to rise by 3% in 2014 as companies step up spending on mobile
US IT departments are set to increase their spending by 3% in 2014 as confidence in the economy returns, a major study of 165 organisations with an IT spending power of £29bn has revealed. The...
View ArticleConvergys takes over Steam Global Services
Convergys Group, BPO provider of customer management solutions, has announced its plans to acquire Stream Global Services. The merger would create the second largest contact centre outsourcing provider...
View ArticleGaining competitive advantage with RPO
By Martin Conboy In many ways RPO (Recruitment Process Outsourcing) is relatively new, though it has been around for years. For many, the adoption of RPO is a fairly recent exercise and there are many...
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