Category Archives: Outsourcing

BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

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NOA Council Elections – vote now!

The National Outsourcing Association (NOA) is a not-for-profit trade body focused on every aspect of outsourcing. The organisation publishes research, conducts conferences and other events, and strives to ensure that companies who use outsourcing within their business can learn how … Continue reading

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Customer Experience Happens While You Are Busy Making Other Plans

In 1980 John Lennon sang: “life is what happens to you while you’re busy making other plans.” It’s a quote I thought about when I was asked to contribute to a feature on the future of outsourcing published in The … Continue reading

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Teleperformance wins two major European awards! #TeamWorkWins

The Teleperformance EMEA team were out in force at the European Outsourcing Association awards last night in London. This is one of the biggest events in the European outsourcing calendar and they had been shortlisted for three European awards. Earlier … Continue reading

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The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

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Those persistent myths about outsourcing

Real Business featured a great article recently in which they described and debunked some of the myths about outsourcing a customer service function. You can read the full article here, but my comments on the five key points are: Language … Continue reading

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Teleperformance UK is on the NOA award shortlist!

The National Outsourcing Association Awards (NOAAs) – shortlist has just been announced and 38 different companies have made it onto the shortlist this year. Because the shortlist features so many different companies and is so representative of the industry as … Continue reading

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