Author Archives: Matt Sims

Is the rock-star analyst dead?

Posted on May 10, 2013

Hfs Research always like to shoot straight from the hip with their opinion on the way the industry analyst business is changing so it was interesting to see their latest blog post on the death of the rock-star analyst. Everyone … Continue reading →

Posted in Current Affairs, Customer Service, Human Resources, Marketing, Social Media | Tagged , , , , , , , , , , , | Leave a comment

How can you manage a crowd in real-time?

Posted on May 9, 2013

I have always been interested in the psychology of group behaviour. Why do groups of people behave differently to individuals? This is something that’s very important in our business – working to represent brands to to public by managing their … Continue reading →

Posted in Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , | Leave a comment

Paying for what you use: nothing more nothing less

Posted on May 8, 2013

One of the key trends in outsourcing that has generally been led by the public sector – rather than private – is the move towards outcome-based-agreements. But as contracts are increasingly written with payment tied to outcomes, the supplier community … Continue reading →

Posted in Current Affairs, Outsourcing | Tagged , , , , , , , | Leave a comment

Your mess for less *or* the buck stops with you

Posted on May 7, 2013

Outsourcing is often confused with procurement or purchasing, because many of the same drivers influence these strategic decisions. Both involve efficiency planning, cost reduction, comparing the price of various suppliers. It’s easy to see how the two disciplines get confused. … Continue reading →

Posted in Current Affairs, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment

Hfs: The latest for outsourcing in 2013

Posted on April 18, 2013

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading →

Posted in Contact Centres, Customer Service, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment

Could hacking competitions help the public understand economics?

Posted on April 10, 2013

Last weekend the Indian government ran a very interesting experiment – a ‘hackathon’ designed to encourage economic growth in the country. The hackathon was a 32-hour competition where young software developers, designers, and filmmakers competed to win a cash prize … Continue reading →

Posted in Current Affairs, Social Media, Technology | Tagged , , , , , , , , , , , | Leave a comment

The real reasons to explore outsourcing

Posted on April 3, 2013

While I was flicking through the pages of a call centre magazine recently I came across an article titled ‘the top nine reasons to outsource to the Philippines.’ The article lists a whole range of reasons you should be outsourcing … Continue reading →

Posted in Current Affairs, Customer Service, Outsourcing | Tagged , , , , , , , , , , , , , | Leave a comment

How much has India changed in 7 years? A lot..!

Posted on March 26, 2013

In the past week I’ve been visiting our facilities in Delhi and Jaipur and I have been really impressed by the way our team in India is working. I don’t mean in a typical sales pitch type way that our … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , , | 2 Comments

Can a bike really tweet?

Posted on March 14, 2013

The latest news from the South by SouthWest event in Austin, Texas, is that an advertising agency has left twenty bicycles around the city for visitors to use. But these are no ordinary bikes, they have GPS equipment built-in and … Continue reading →

Posted in Current Affairs, Marketing, Social Media, Technology | Tagged , , , , , , , , , , , , , , , | Leave a comment

Teleperformance – the standout player of 2012

Posted on March 5, 2013

I’ve just written a blog here about our annual results and then I noticed a commentary from Peter Ryan of Ovum. Based in Canada, Peter is one of the leading global analysts in our field so it’s always interesting to … Continue reading →

Posted in Current Affairs, Marketing, Outsourcing | Tagged , , , , , , | Leave a comment