-
Share this page
Search
Alistair on Twitter
- Can you train your brain to always be positive? - ow.ly/kYq0V 12 hours ago
- Would you trust a self-driving car? - ow.ly/kYq0T 13 hours ago
- What is the value of events for a CIO? - ow.ly/kYq0Q 14 hours ago
- Online music - who will win? - ow.ly/kYq0O 16 hours ago
- How are enterprises really managing mobile devices? - ow.ly/kYq0J 17 hours ago
Categories
-
Recent Posts
Tags
advertising agent amazon blog blogging brand business call centre channel consumer contact centre customer customer experience customer service email engagement experience facebook google hr internet job linkedin london marketing mobile multichannel olympic omnichannel online outsourcing phone research retail sales service social media social network social networking teleperformance tv twitter uk video youtubeArchives
Blogroll
Tag Archives: outsourcing
Is the rock-star analyst dead?
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 amazon, analyst, brand, death, hfs research, horses for sources, kindle, lulu, outsourcing, publishing, research, rock-star
Leave a comment
Paying for what you use: nothing more nothing less
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 gartner, OBA, outcome based agreements, outsourcing, pricing, public sector, respect, trust
Leave a comment
Your mess for less *or* the buck stops with you
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 accountability, border, BP, less, mess, offshoring, operation, organisation, outsourcing, planning, procurement, responsibility
Leave a comment
EOA Awards: Teleperformance wins 2013 CSR award!
One of the really important differences about Teleperformance compared to many other companies I have worked at is a genuine focus on corporate social responsibility (CSR). CSR is a topic that is often managed like a marketing programme – a … Continue reading
Posted in Contact Centres, Current Affairs, Human Resources
Tagged award, business, citizen of the world, community, cotp, cotw, csr, EOA, global, NOA, outsourcing, social responsibility, teleperformance, un, UN Global Compact
Leave a comment
Hfs: The latest for outsourcing in 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 bpo, business services, cost, hfs research, innovation, ITO, operations, outsourcing, price, research, social media, survey
Leave a comment
The real reasons to explore outsourcing
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 accent, bpo, call centre, cost, customer service, email, english, india, offshoring, omnichannel, outsourcing, philippines, phone, social media
Leave a comment
How much has India changed in 7 years? A lot..!
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 bpo, customer service, delhi, global, hr, india, jaipur, marketing, outsourcing
2 Comments
Teleperformance – the standout player of 2012
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 analyst, contact center, crm, outsourcing, ovum, peter ryan, results
Leave a comment
Does outsourcing always work?
Outsourcing doesn’t always work. That may seem obvious to critics of outsourcing, but it is sometimes harder for those of us in the industry to admit. But lets think for a moment about why that might happen. In the National … Continue reading
UK Prisons and outsourcing performance
This week the BBC reported that the 14 UK prisons run privately through outsourcing agreements were ‘run better’ than those run directly by the government. Surprised? There is no need. Prisons may be a service closely linked to the government … Continue reading
Posted in Current Affairs, Outsourcing
Tagged bbc, home office, offshoring, outsourcing, perception, prison, private sector, public, reform, report, reputation, research
Leave a comment
