Communication

Gamification Best Practices for Real Business Results

Gamification Best Practices for Real Business Results

How do you “encourage” employees to do a task they dread and hence avoid? That was the dilemma Charlie Bess, HP Fellow and HP Enterprise Services’ Chief Technologist of Americas Application and Business Services, faced. He was the chairman of HP’s Global Tech Conference. Attendees must submit a paper and then have five people review […]

Augment Your Reality with Mobile Apps

Augment Your Reality with Mobile Apps

The over-riding mantra for practically all developers will be “Go mobile” in 2014. For those who are already in the space, it will be “Stay mobile” Mobile apps are like a new puppy left home alone – they’re everywhere and into everything. That’s because mobile devices are no longer just a means to keep in […]

Top Five Trends in Call Center Services

Top Five Trends in Call Center Services

In 2014, outsourcing of call center services will continue at pace, but customer demands will force centers to add new service delivery mechanisms. As methods of communication expand and improve, call centers will have to move in tandem. No longer are phone calls or emails the only means by which companies can help customers. Companies […]

Disrupter Turned Destroyer: How Mobility is Killing Corporate Productivity

Disrupter Turned Destroyer: How Mobility is Killing Corporate Productivity

Please silence your smartphone and give this article your full attention. For most people these days, that’s easier said than done. Although the proliferation of mobility has untethered global employees from their desks, provided anytime access to the information they need to do their jobs, and given workforces newfound agility, there is a dark side. […]

We Need to Talk About the ITO Contract

We Need to Talk About the ITO Contract

In a turbulent economy, organizations are continuing to increase pressure on budgets across their business, and IT spend is no exception. Meanwhile, rapid technological change and the explosion of cloud and utility computing are fueling interest in more flexible ways of buying, managing and delivering IT services. IT outsourcing itself isn’t broken, but in many […]

By January 21, 2014 Read More →
Global Collaboration – It’s a Small World

Global Collaboration – It’s a Small World

When CEOs, CFOs and other business leaders attend technology conferences, strange things happen. Long strings of deviant ideas, initiatives and projects begin populating CIO inboxes, typically opening with the ever-popular question, “Why aren’t we doing this?” Few things provoke this behavior more than collaboration across the enterprise. Rarely defined, almost always expensive and often utilized […]

The New-Age Social Revolution

The New-Age Social Revolution

Companies can use social media effectively to generate and spread ideas, to collaborate and communicate in real-time across the organization. In a world where the death of a butterfly in Mexico and rise of forest fires in Australia are connected, where opposing calamities like droughts and floods are the result of one cause, does it […]

15 Top ITaaS Do’s and Don’ts for Enterprises

15 Top ITaaS Do’s and Don’ts for Enterprises

The IT-as-a-Service (ITaaS) model began as a way of provisioning IT services, infrastructure and support for businesses that did not really understand how to create or run IT services. The ITaaS model does this at scale in a cost-effective and predictable manner. Put another way, ITaaS is a pay-as-you-go model aimed at SMBs who want […]

Demonstrating Results and Relationships Can Build Sourcing Success

Demonstrating Results and Relationships Can Build Sourcing Success

Building Client/Provider Relationships Can Result in Bilateral Success. Often times outsourcing provider companies are extremely focused on lowering costs by moving operations off-shore, leveraging purchasing power, and proposing innovation, but they are challenged when it comes to sustaining a relationship with the clients after the agreement is signed. This usually stems from an initial scramble […]

A Government Agency Utilizes Outsourcing to Improve IT across Australia | Article

A Government Agency Utilizes Outsourcing to Improve IT across Australia | Article

2013 Outsourcing Excellence Awards Winner BEST IT INFRASTRUCTURE: Department of Broadband, Communications and the Digital Economy and ASG Group Ltd. “We developed a foundation of trust which is not always evident in outsourcing relationships.” Lee Di Berardino, Chief Information Officer, Corporate & Business, Information Technology Branch, Department of Broadband, Communications and the Digital Economy Definition: […]

An Outsourcing Partnership That Had to Deliver — STAT

An Outsourcing Partnership That Had to Deliver — STAT

2013 Outsourcing Excellence Award BEST TRANSITION: Daughters of Charity Health Systems and Dell. “We had six months to recreate what we needed to operate our healthcare facilities. For us, the transition really was a critical situation.” Richard Hutsell, Vice President and CIO, Daughters of Charity Health Systems  A typical IT transition is stressful enough. But, […]

Collaboration, Communication and Trust Keeps the Boeing-Aon Hewitt Partnership Flying High | Article

Collaboration, Communication and Trust Keeps the Boeing-Aon Hewitt Partnership Flying High | Article

2013 Outsourcing Excellence Awards BEST PARTNERSHIP: The Boeing Company and Aon Hewitt  “It’s not just about giving honest feedback. To be a good partner, you have to be willing to get honest feedback, go to the reflection pool and take a close look at what your own organization needs to change.” Debra Bodhaine Senior Manager, […]

Governance (Finally) Grows Up | Article

Governance (Finally) Grows Up | Article

Outsourcing processes are well-established and well-embedded in today’s organizations. That’s because the history of outsourcing is fairly rich — some global airlines like British Airways were outsourcing their business processes to companies in New Delhi in the 1980s. Yet, there isn’t a CIO around who won’t have a disaster story to narrate on their outsourcing […]

The Winning Approach to BPO: Be Flexible, Stay Involved, Commit for the Long Term | Article

The Winning Approach to BPO: Be Flexible, Stay Involved, Commit for the Long Term | Article

16th Annual Outsourcing Excellence Award Winner 2012—Best New Process/Application: Rio Tinto and Infosys Rio Tinto is a leading international mining group, and at almost 200,000 invoices a month, is one of the largest global accounts payable operations around. Until 2009, these payables were handled in house, by separate regional onshore teams in five different countries, […]

Six Ways to Tell Your Outsourcing Relationship Has Become Too Informal | Article

Six Ways to Tell Your Outsourcing Relationship Has Become Too Informal | Article

Renewing and renegotiating outsourcing relationships is a great learning experience about what can go wrong in a relationship.  One prevalent characteristic is the informality of the provider/customer relationship in long-standing relationships. Contracts that have been in place seven-ten years often lapse into an informality that has the provider acting more as an internal IT department […]

Transforming the Front Office to Achieve Competitive Differentiation, Growth and Profitability | White Paper

Transforming the Front Office to Achieve Competitive Differentiation, Growth and Profitability | White Paper

Customer experience has become a powerful differentiator for organizations of all sizes and types. In today’s ultra-competitive market, businesses must strive to deliver exemplary customer service across all touchpoints and via a proliferating array of channels. With customers becoming more demanding every day – and given the fact that dissatisfied customers often will take their business over to […]