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Intelligent customers: UK healthcare
Healthcare in the United Kingdom is provided by the government through its healthcare provider, the NHS. The NHS is one of the largest employers in the world. In England alone, it employs 1.4 million people (just under
Brian Gorman | 01 February 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, UK, All Columns,
Public sector outsourcing and the new normal
There has been a change among policymakers and public sector managers across the country, from local education authorities to cabinet offices. There is a “new normal” in which no one is expecting conditions to stabilise any
Outsource Magazine | 10 January 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, North America / Caribbean, USA, All Columns, Global,
The outlook for 2012
A recent report from the MCA (Grace under Pressure: The resilience of management consulting in challenging times) argues that the UK’s consulting industry has responded well to recent economic storms. Indeed, the first half
Alan Leaman | 09 January 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Europe, UK, All Columns,
Art Markman on looking back to go forward
I hope you have enjoyed the last columns focusing on the “economics of outsourcing.” I promised to explore other scholars and how we can learn from their leading work. For the next several columns I’ll be featuring
Kate Vitasek | 06 January 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
Which "shore" is right for the SME: onshore, nearshore or offshore?
As technologies converge facilitating the easy transfer of documents and data, and as communications improve to allow the provision of services anytime, anyplace, anywhere; the question has emerged in the world of SME
Outsource Magazine | 05 January 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,
Matt Heffron
The Sourcing Sage
Matt Heffron has been involved in more outsourcing deals than he can spontaneously enumerate, over more years than he cares to admit, and for more industry players and clients than he can easily remember. Suffice to say that he
Nick Mellors
Nick Mellors is Director of ISPB, a consultancy specialising in delivering public sector change and transformation projects. He has over 30 years' public sector experience, including as part of the senior management team
Alan Leaman
Alan Leaman OBE is Chief Executive of the Management Consultancies Association. From 1988-93, he was Head of Office for the Rt Hon Paddy Ashdown MP, responsible for media relations, policy advice and acting as Chief Speech
Denis Creighton
Our Correspondent in... Ireland
Denis Creighton is European CEO, Care & Wholesale, for Conduit, a contact-centre provider delivering services from Ireland and the UK. He has over 25 years’ experience in the BPO and telecommunications industries and is
Vested Outsourcing
Based on research with the University of Tennessee, Vested Outsourcing is a business model by which
PEX - Process Excellence Network
Process Excellence Network: A division of IQPC, (formerly known as Six Sigma IQ) provides access to a
- Business Process Management
- Risk Management
SSON
The Shared Services & Outsourcing Network (SSON) is the largest and most established community of
- Events
- Shared Services
CAI-STA Philippines Inc.
Contact Person:Dr. Emma V. TeodoroPosition: PresidentCompany Size: 150 (Philippines); 2,500 (CAI
- Manufacturing
- Telecommunications
HfS Research
About HfS Research Who we are and what we doWe help enterprises make complex decisions with their
2012 - June
June
13
2012
CRE and CSQS Leadership Summit 2012
CRE and CSQS Leadership Summit 2012 to be held in cosmopolitan Hong Kong on 13-14 June 2012 will provide an international platform for you to meet honorable guests of the APCSC, industry leaders and experts
Hong Kong | 22 November 2011
Martin Conboy at the IOS
Outsource columnist Martin Conboy, President of the Australian Business Process Outsourcing Association, speaks at The International Outsourcing Summit (IOS) held in Manila, Philippines in October
Outsource Magazine | 24 October 2011
Outsourcing to South Africa
From Zennovation, Zensar Technologies. "Zensar Technologies's Global CEO and Vice Chairman , Dr. Ganesh Natarajan speaks about how South Africa can grow as an outsourcing hub and how both India and SA can cooperate and work
OutsideSources | 08 September 2010
Outsourcing to China
A BNET.com special feature on doing business in the new economic superpower. "The benefits of outsourcing to China are clear; it can be both cost effective and efficient. However understanding the laws, navigating the
OutsideSources | 08 September 2010
Can China's education system support outsourcing?
"In order to meet the anticipated growth in demand, China will need to ensure that they are investing in the education of the country's future labour force. This video is part of the series based on the KPMG publication, 'A New
OutsideSources | 08 September 2010
Interview: Tim Minahan, Ariba
Tim Minahan is CMO for software and IT services provider Ariba. Outsource spoke with Tim at Ariba LIVE London 2011, and asked him how his company's clients are helping drive innovation both within and beyond their relationships
Outsource Magazine | 27 May 2011
Interview: Tom Bangemann, The Hackett Group
Tom Olavi Bangemann is Vice President Business Transformation at The Hackett Group. Outsource met with Tom at the 11th Annual European Shared Services & Outsourcing Week in Amsterdam for a wide-ranging interview looking at
Outsource Magazine | 13 May 2011
Interview: Chris Halward, NOA Programmes Director
Chris Halward is Programmes Director for NOA Pathway, and the MD of training organisation True North. He is an associate tutor at Middlesex University. Outsource spoke with Chris at the EOA Summit in Brussels in June 2010,
Outsource Magazine | 10 September 2010
Kofax for Digital Mailrooms
Reduce Mail Processing Delays and Improve Customer Service In many organizations, the daily work is initiated by distributing incoming mail to departments, groups and individuals. Mail arrives by many routes –the postal
Kofax UK Limited | 15 April 2011
Roadmap to Customer Loyalty
Moving towards Customer LoyaltyOne of the main business objectives all over the world is how to grow in a cost effective way. There has been alot of talk over the past few years about word of mouth marketing and the positive
Percepta UK Ltd | 15 April 2011
Building Customer Relationships through Effective Service
Customer relationships in the UKA recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, revealed a startling difference between what customer expectations are and the
Percepta UK Ltd | 15 April 2011
Engaging with customers from day one
“During tough economic times, your existing customers are more important to you than ever” A quote from a recent article entitled “Customer experience in challenging times” written by Lior Arussy in mycustomer.com.
Percepta UK Ltd | 15 April 2011
Increasing Savings by Reducing Car Hire
Prior to 2005, Percepta managed a Customer Relationship Centre (CRC) for an automotive client and one of the many tasks associated with vehicle repairs such as car hire extension approval and issues with delayed parts. Agents
Percepta UK Ltd | 15 April 2011latest issue
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