Tag: bpo

    06 Jun

    Charlotte Karera Makes The Case For Rwanda as a GBS & BPO Destination

    Charlotte Umutomi Karera elucidates Rwanda’s case as the best place to do business in Africa.

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    23 Oct

    Roundtable of Outsourcing Heavyweights Discuss Rwanda’s Prospects As A GBS Hub For CX & IT

    Rwanda as a global business services destination? Maybe so! Loren Moss moderates a discussion by GBS / Outsourcing luminaries after a visit to Kigali.

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    05 Oct

    Alorica Tells Me Culture Is Key To The Success Of It’s Cali-Anchored Colombia Operations

    I was glad to have a small part in Alorica's choice of Cali to launch their Colombian operations. I finally got to visit to see how things were going.

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    05 Oct

    Beatriz Viveros Says Respect & Location Strategy Key To Success Of TaskUs Cali, Colombia Contact Center

    Customer Experience outsourcer TaskUs recently selected Cali, Colombia over several other potential locations for its new hybrid contact center, operating 24 hours a day, 7 days a week. The...

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    24 Jul

    Mariano Castaños Explains The Strategy Behind Konecta’s Comdata Acquisition

    Konecta's LatAm CEO Mariano Castaños discusses the BPO's Comdata acquisitions and growth strategy.

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    23 Jul

    Vidya Ravichandran Discusses Glowtouch’s Dual CX + IT Strategy & Their Bet On The Dominican Republic

    Vidya shares with me details on Glowtouch's dual CX + IT outsourcing strategy, and the firm's bold plans for growth.

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    28 Jul

    Two New Books I’ve Edited Have Been Published: Intelligent Automation + Nearshore Site Selection

    Though I had a mishap that set me back a few weeks, I want to share 2 of my latest works covering Intelligent Automation & Nearshore site selection!

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    26 Mar

    Avasant’s Anupam Govil Provides Critical Insight & Guidance For Both BPOs and Their Clients In The Face Of The Coronavirus COVID-19 Pandemic

    The current pandemic is changing the ways outsourcing, shared services, and global process management is delivered. Maybe permanently. Avasant's Anupam Govil shares what executives should be paying heed to.

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    24 Jul

    When Doors Must Stay Open – A Nearshore COVID-19 Success Story

    Many of us have the luxury of telework, but it isn't appropriate for every situation. Altia Smart Cities in Honduras is a success story of navigating the COVID-19 pandemic...

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    27 May

    Cognizant Had A Big, Embarrassing Fail On Security. Are You Next?

    Cognizant, the global BPO that claims to offer “Digital Engineering” and “Digital Strategy” has suffered customer data loss and operational impairment due to ransomware infections.

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    26 May

    Infosys Shows Revenue Assurance Outsourcing May Be One Way To Beat The Coming Depression

    Vendors and service providers with a strong balance sheet and differentiated offerings like Infosys are poised to thrive as potential customers seek help

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    29 Mar

    Danger: Deep Rationalization Is Coming To Customer Contact, BPO & Global Delivery

    Remember that game of ‘musical chairs?” Well that’s exactly what’s about to happen as top BPO & CX providers separate themselves from weaker competitors who fail to adapt to...

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    16 Jan

    Meet Me Next Month at IAOP’s OWS 2.0

    The International Association of Outsourcing Professionals' annual can't miss event, OWS 2.0 will be in Orlando this February, Meet me there!

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    06 Jan

    Sample International Site Selection Report For Private Client Internal Use

    In 2017 a client contracted with me to conduct confidential site selection research in Jamaica. I was to identify suitable potential BPO/shared services sites, and residences for key management.

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    05 Jan

    Trinidad & Tobago Breaks Through Into Top Tier of Global Services Destinations

    I prepared this special report for the Trinidad & Tobago International Financial Centre, Trinidad & Tobago's Investment Promotion Agency (IPA) for the financial sector.

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    31 Oct

    Gustavo Tasner is Appointed as Atento’s new Chief Operating Officer

    Atento S.A. (NYSE: ATTO), a large regional provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, today announced the appointment of Gustavo Tasner as Chief Operating...

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    18 Oct

    Enjoy My New Book on The Bahamas As a Specialty Services Delivery & Business Location

    Almost all of us have seen the devastation caused by Hurricane Dorian in August 2019. Hurricane Dorian was the worst hurricane in the recorded history of The Bahamas. As...

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    05 Jul

    Capgemini: Business Process Transformation to Deliver World Class Outcomes

    I was contracted to research and write this white paper for global BPO & consulting firm Capgemini.

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    05 Dec

    The Year Ahead In BPO, Shared Services & Global Delivery – 2017

    2016 was a year marked by significant change and uncertainty across the spectrum of business process outsourcing, from software development to call centers. Political, technological, and human factors have...

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    23 Dec

    The year ahead in BPO – 2013

    Everyone has opinions on where business is headed this year. A lot of uncertainty was removed once the US election was behind us, and even though the BPO industry...

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