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Contact Centres and Customer Experience

In this issue of the magazine we look at contact centres and the customer experience, through evolving technology, through home working, through social media and by examining actual cases. Plus our regular legal column, our tame(ish) outsourcer, and our editor holds forth on Europe.

Shared Services is a moving target

Shared services is evolving. Guy Clapperton, Professional Outsourcing magazine editor, considers what’s new and what’s driving the change. something that appeals to me as a writer is how little the motivations behind things change over the generations but the means of achieving the ends can be very different.

Outsourcing grows but will it stick?

The latest Market Vista report from the Everest Group suggests that growth in the outsourcing and offshoring markets was strong in 2015 but that this might mask a very different trend. In terms of hard facts, more offshore centres were established in 2015 than in 2014, reports Sourcing Focus. Everest said there was a lot [...]

Deals of $100bn due for renewal

The outsourcing industry in India is about to face a very important period as outsourcing contracts valued at hundreds of billions come up for renewal, says the Times of India. The period in which this will take place is this year and next, and as you’ll gather from the value of the deals the clients [...]

Big data and artificial intelligence – a (r)evolution in outsourcing?

In recent years, we’ve been flooded with articles and blogs on big data and how it can be used to derive amazing new insights into almost every facet of a business operation. The deluge now has expanded to include artificial intelligence (AI). Although these two hot topics have received overwhelming attention, the interesting – even [...]

Wall Street Tech Conference

The Wall Street Tech Conference is an exclusive, intimate and innovative technology forum, created to help CIOs, CTOs, tech sourcing executives and business leaders across the Banking, Financial Services and Insurance industries find new resources and build relationships.

ProcureCon Indirect

The Must-attend Global Event for Heads of Indirect and their Teams. Now in its 10th year, ProcureCon Indirect is Europe’s only event dedicated to Heads of Indirect and CPOs from service-led businesses – bringing together the financial services, tech, telecoms, manufacturing, pharma and consumer goods industries.

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