The future of work – everybody talks about it but forecasts vary and even contradict each other. In the latest issue of Intelligent Sourcing our correspondents discuss robotics, Dolly Parton, artificial intelligence, Dr. No, robotic colleagues, the future of contracts and a great deal else – plus our regulars on location, the legal profession and […]
Outsourcing contract pricing has evolved as waves of disruption have impacted value propositions over time. Gone are the days of pricing based on number of checking accounts, tickets processed and insurance claims – and gone are the days of FTE pricing as the work force was moved to low-cost locations. Due largely to strides in […]
Emerging technologies and contact channels are evolving within the contact centre industry. Sitel believes the key to harnessing the benefits of these solutions lies not in hardware and software, but instead in the capabilities of the people using them. In this video, Guy Clapperton, editor of Intelligent Sourcing magazine, speaks to Sanchia Masterson, leadership development […]
Charles Parrington-Tyler, Client Transformation Director at Swiss Post Solutions Ltd discusses challenges faced in implementing new technology, how they are using intelligent automation to drive down costs and what they look for in choosing a technology partner.
“The Caribbean is the location of choice for BPO for many American partners. The proximity and time zone make it the natural place to look. The government is well aware of this and the territory is fast taking off as the biggest outsourcing centre in the region. Intelligent Sourcing went and prepared this report.” […]
‘iContact Managing Director, Clinton Cohen recently had an article published in Intelligent Sourcing Magazine where he gave his views on a new age in customer experience. Clinton argues that a well deployed contact centre offers a comprehensive view of all the customer and enhances their overall impression of a business. A new age in CX
As summer quickly fades from our memories, and we turn our attention to the end of 2018 and planning 2019, Everest Group conducted a survey of service providers to gather their thoughts on where the market has been, where it is, and where it’s headed. The results were expected … and surprising. Global Services Market […]