Category Archives: Outsourcing

Webinar: Customer Service – No Longer Just A Commodity

Posted on November 7, 2016 by Matt Sims

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading →

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We Are The Robots: The Automation of Services

Posted on July 6, 2016 by Matt Sims

I heard a podcast the other day from the London School of Economics (LSE) public lecture series. It featured Professor Leslie Willcocks of the LSE and Professor Mary Lacity of the University of Missouri, St Louis talking about their new … Continue reading →

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The Importance of Corporate Culture To Partnership

Posted on July 4, 2016 by Matt Sims

I saw a great blog about corporate values on the Engage Customer site recently. The author connects the way that companies talk about their ‘DNA’ to the way that football clubs have values that are shared by their supporters. I … Continue reading →

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Partnerships Are Essential For Successful Outsourcing

Posted on June 24, 2016 by Matt Sims

This week the Teleperformance team was at the National Outsourcing Association annual symposium, possibly the biggest event on the outsourcing calendar in the UK. We had arranged for Kate Vitasek, the author of “Vested” to be there signing books. Kate’s … Continue reading →

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Investing in Vested Outsourcing

Posted on June 20, 2016 by Matt Sims

For as many years as I can care to remember now, I have talked about shared success as the key to making outsourcing work. Outsourcing should have been renamed partnership many years ago as the term still implies that one … Continue reading →

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Is RPA really a significant threat to Offshore BPO?

Posted on November 5, 2015 by simondillsworth

I have blogged recently about the ‘rise of the robots’ and the positive benefits associated with this for Business Process Outsourcing (BPO). A number of industry commentators have made reference to the impact on offshore BPO as companies look to … Continue reading →

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Data Analytics Expertise Is Essential For A Great Customer Experience

Posted on May 14, 2015 by williamvcarson

This post is by Liz Parry, Strategic Account Director at Teleperformance UK In the latest edition of the National Outsourcing Association (NOA) Outsourcing Yearbook several leading industry analysts give their predictions for the year ahead in outsourcing. One of the … Continue reading →

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NOA Launches New Outsourcing Yearbook

Posted on May 13, 2015 by Matt Sims

Every year, the National Outsourcing Association (NOA) releases the Outsourcing Yearbook. The Yearbook features advice and best practice on outsourcing from end users, suppliers, consultants, advisers as well as independent experts. The 2015 edition was just released and it features … Continue reading →

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BPO can work smarter, not cheaper

Posted on April 2, 2015 by Matt Sims

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!

Posted on February 5, 2015 by Matt Sims

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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