Offshoring is Only the First Wave of a Major Change in Business as Usual
Outsourcing Center, Kathleen Goolsby, Senior Writer
A cutting-edge, thought leadership perspective on a controversial topic
Research & Insight
Transition
Customizing Service Level Agreements in Call Center Outsourcing Yields Better Results
Kevin C. Boyle, Attorney, Latham & Watkins LLP
Service level agreements (SLA) increase the probability that the operation of your outsourced call center meets your expectationss. Attorneys from Latham & Watkins outline the crucial elements that need to be in those SLAs.
If a Business Process Outsourcer Improves a Function, Is It Business Transformational Outsourcing?
Outsourcing Center, Kathleen Goolsby, Senior Writer
See what industry leaders think in this of four articles on insights for buyers of BTO services.
ASP Gets High Marks in Managing Student Housing
Outsourcing Center, Bruce McCracken, Business Writer
Outsourcing is revolutionizing an 1892 process at the University of Utah. Finding a roommate used to be a trying experience for college students. Now ASP technology is allowing them to select roommates online long before classes start.
Cost vs. Value of Using an Outsourcing Consultant
Ben Trowbridge
If I had to do it over again, I would change....is the lament of many executives structuring outsourcing agreements. We interviewed six who were satisfied with the plans they made. They shared a common approach: they used an advisor.
Outsourcing Keeps the Wheels of Progress on Track in the UK
Outsourcing Center, Kathleen Goolsby, Senior Writer
National Rail Enquiries handles the telephone calls for the British rail system. Before outsourcing, it had trouble just answering the volume of calls. Now its call center has become a strategic driver for better customer service.
Part 2: A Diamond In The Rough
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Alfonso Montiel of EDS shares practical steps to prepare a procurement outsourcing strategy.
Troublesome Findings from Outsourcing Center’s Study on Decision-Making Processes
Outsourcing Center, Kathleen Goolsby, Senior Writer
There's a troublesome trend in decision-making processes in the outsourcing community. Here are the details, along with the best-practices suggestions.
Part 1: A Diamond In The Rough
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Procurement outsourcing is a strategic decision requiring serious consideration. In Part 1 of a three-part series, Tracey Hinkle of EDS discusses the key points to ponder.
Taking Pains with a Hospital’s Transition to Outsourcing
Outsourcing Center, Kathleen Goolsby, Senior Writer
There are common characteristics among successful transitions. We highlight some of them in the story of a successful transition, despite a complex and sensitive scenario.