Commentary: Guidance for Outsourcing Professionals
In a world where cutting-edge technology increasingly transcends the boundaries of imagination, the advent of Mini Artificial General Intelligences (MiniAGIs) is raising momentous questions about the future of employment and work dynamics. These tiny but powerful artificial intelligence entities are… Read More »
In today’s globalized world, encountering diverse cultures is not just possible, but highly probable. Unlike in past decades, cross-cultural interactions are now a constant part of our lives. Cultural differences are significant, but we often recognize their impact only when… Read More »
The city of Monterrey –capital of the Mexican state of Nuevo Leon– has found itself under the national and international spotlights as it emerges as one of the main points of focus for foreign investors eyeing Mexico under a nearshoring… Read More »
In today’s world, where technology is advancing by leaps and bounds, its relevance in virtually every aspect of our lives is undeniable. In the retail arena, technology has transformed the way people shop and companies interact with their customers. However,… Read More »
In the realm of nearshoring and reshoring, understanding and mitigating geopolitical risks is of paramount importance. This article surveys the complexities of geopolitical risks and their implications for companies considering nearshoring or reshoring initiatives. We will explore the factors influencing… Read More »
Artificial intelligence (AI) is here to stay. It is an undeniable reality and, perhaps, one that will be difficult to control in several cases. The voices are out there. Israeli historian Yuval Noah Harari, for example, warned recently that “for… Read More »
Over the past decade, artificial intelligence (AI) has been the subject of study in an endless number of academic and business areas. From medicine and computer science to e-commerce, whole fields of knowledge and industry have flirted directly or indirectly… Read More »
The rapid development and deployment of Artificial Intelligence (AI) in various industries have revolutionized the way businesses operate and the way consultants generate value to their client companies. Or so it should… As AI-powered tools become increasingly competent, their functionalities… Read More »
With the five most important economies in Latin America —Brazil, Mexico, Argentina, Colombia and Chile—run by the left, this region is seeing a unique phenomenon. On the one hand, these administrations cause crises by acting more out of ideology than… Read More »
Hiring consultants is a cost-effective way for businesses to reduce costs while achieving their goals. Consultants are experts in their field and can provide valuable insight and solutions to a wide variety of business challenges. They help companies improve efficiency,… Read More »
The premise might sound funny, but the truth of the matter is that, in some cases, when speaking about copyright, location does matter. Of course, it may not be applicable to some forms of art. Why would music have anything… Read More »
When we think about technology, we often think of Silicon Valley. However, Latin America is going through a large technological transformation that is driving innovation, entrepreneurship and research. When considering the ease of doing business in Latin America, we observe… Read More »
Brain drain. It is a phrase we, in the Caribbean region, are familiar with because every so often a big hullabaloo is made about the rate at which skilled persons are leaving the region to take advantage of better opportunities… Read More »
Nearshore delivery remains overwhelmingly based on the provision of business services in Latin America to end-users in the United States. Yet, beneath the surface, the American nearshore is sprouting new service delivery pathways. Jamaica is becoming more of a hub… Read More »
Opening a company outside the United States for the fist time can be challenging. For senior executives and business owners, it could mean either a major achievement or the loss of lots of money and credibility; it could turn into… Read More »
Argentina’s recent introduction of a new digital nomad visa is the latest move seen among nations in Latin America and the Caribbean to try to attract remote workers, as governments in the region increasingly tune into the economic benefits offered… Read More »
The narrative around employment has dramatically shifted in the last few years, and even more so in the last six months. Post-pandemic employment is the main driver of these changes, many of which we are just starting to grasp. While… Read More »
As a human race, we are resilient. The Covid-19 pandemic gave us a chance to practice resiliency, reinvention, innovation and adaptation. We’ve seen several industries take a big hit, but others, such as the digital technology industry, are flourishing even… Read More »
We are living in an era where the speed of change is increasing every day. Prior to the internet, new inventions that revolutionized the world, like electricity, the telephone, automobiles and computers, took years to be developed and years more… Read More »
There are a lot of considerations to take into account when deciding how to begin in the Nearshore market. One option is to outsource the entire operation. Another is to for a company to open an office itself, or maybe… Read More »
In a world where employee attrition is rising and employees can work for companies from anywhere, successful interviewing techniques are a crucial part in keeping a company’s hiring pipeline healthy. Interview questions often focus on getting the candidate to list… Read More »
A number of left-wing presidents have been voted into power in Latin America in recent years – echoing a political shift seen in the early 2000s that became known as the “Pink Tide.” But investors shouldn’t be panicking about the… Read More »
We all know a detailed plan is crucial to the success of your team and your company, right? Perhaps not. The answer is more complicated than you might think. Planning is a task that we must be good at on… Read More »
WASHINGTON – US Senator Bob Menendez (D-N.J.), Chairman of the Senate Foreign Relations Committee, today delivered the below opening remarks at this morning’s full Committee hearing on United States policy on democracy in Latin America and the Caribbean. Testifying before the Committee were… Read More »
Many of us have heard about digital nomads who travel while working remotely for a company that allows them to travel, or as freelancers. The concept has been strengthened by changes that many companies around the world experienced during the… Read More »
Costa Rica’s Ministry of Health surprised the country when, at the end of September 2021, it announced that the National Commission of Vaccination, a technical and independent body within the ministry, had approved the enforcement of mandatory Covid-19 vaccination for… Read More »
Innovative ecosystems are increasingly becoming relevant entities in the global economy. They can be described as the networks of private and public stakeholders and community members supporting innovation and play a pivotal role in mainstreaming advanced technologies, enabling substantial leaps… Read More »
Fintechs are part of a thriving ecosystem in which the demand for qualified talent is higher than the offer. According to McKinsey, there are skill gaps of 43 percent and 26 percent for talent in the areas of IT and… Read More »
The recent conclusion of negotiations between the Pacific Alliance and Singapore to establish a comprehensive free trade agreement will see the Southeast Asian microstate become the first official associate member of the four-member economic association, in what could prove to… Read More »
For more than three decades, foreign direct investment (FDI) has been positioned at the center of economic and social development in Latin America. Benefits such as the creation of hundreds of thousands of high-quality direct and indirect jobs, the transfer… Read More »
The ongoing debate about the definition of the gig economy and its legal implications has overshadowed the exploration and study of fundamental transformations in labor behavior in Latin America and the world. It is vital that in order to continue… Read More »
The media impact of the Bitcoin Law in El Salvador cannot be denied. International media have covered the arrival of the legislation, which undoubtedly positions the Central American country as a global pioneer in cryptocurrencies. Coverage has been both positive… Read More »
Established companies are great at running their business. But, being superb at running your operation may come at a high cost: it’s hard to keep an eye on innovation. Here is a way to solve that challenge: leverage your vendors… Read More »
The recent enactment of a freedom of movement statute affecting citizens of Bolivia, Colombia, Ecuador, and Peru, offers opportunities for workers, as well as greater agility for businesses operating in those countries. The Andean Migration Statute — officially known as… Read More »
The most obvious benefits of hiring a Nearshore testing team are the standard benefits that nearshoring offers: a reduced cost from their domestic pricing, but still working with a team that shares timezones. But this timezone affinity is particularly important… Read More »
During the last decade, the talent conversation has revolved around the importance of skills in the workplace. This conversation, which started in larger US and EU-based companies, has trickled down to large corporations, mid-sized companies and SMEs in Latin America. … Read More »
Innovation is the process of creating something new from nothing. In the business world, innovation means creating, designing, testing and launching new products and/or knowledge that help businesses or people function better. Corporate giants have embraced innovation as a key… Read More »
Startups have seen unprecedented growth in recent years and changed the way the world does business, ushering in new business models and technologies while helping job growth. This evolution initially benefited younger generations, but positive changes have spread and we… Read More »
Though El Salvador only recently hit headlines with its adoption of Bitcoin, it has had regulations that provide guidelines on the digitisation of financial services and fintech since 2015. The guidelines intend to incorporate as many users as possible and… Read More »
In March 2020, countries around the world authorized lockdowns to stem the spread of Covid-19. In response, many workplaces decided to apply work-from-home schemes almost immediately to keep businesses open and avoid a severe loss of jobs. Practically overnight, even… Read More »
The pandemic pushed companies worldwide to adopt work from home as their new working modality, while others have begun to use a hybrid approach that includes on-site work as well. Regardless of each individual decision, remote work is here to… Read More »
On Tuesday, June 8, El Salvador became the first country in the world to adopt Bitcoin as legal tender via its Bitcoin Law. Bitcoin became a regulated and accepted means of payment under certain circumstances throughout the national territory. The adoption… Read More »
The banking sector is going through a complete worldwide reshaping. According to McKinsey, Latin America stands out as the region that had the fastest growth in the payments sector in 2019. Latin America is seeing a fintech boom, launching unicorns… Read More »
Many businesses’ major problem right now is hiring. That might sound odd given that the world is still in the midst of a pandemic and global economic upheaval, but recruitment competition is rising everywhere. And even if hiring isn’t your… Read More »
On April 23, Mexico’s populist President Andrés Manuel López Obrador (AMLO) signed off on a bill effectively banning companies from outsourcing jobs for “core business activities”. While this will have little impact on the country’s massive Nearshore economy, it could… Read More »
For the past month I’ve been in the process of scoping an OPEX engagement with a potential client. The solution required so many separate segments of different domains of knowledge that I was actually doing consulting before the project had… Read More »
Many Latin American governments have prioritized attracting FDI as a strategy to reactivate the economy and create more jobs for populations after the arrival of the deeply destructive Covid-19 pandemic. This doesn’t signal a great shift; Latin America had always… Read More »
The first quarter of 2021 has ended without having given us any kind of pause. Although the scenario we fact remains uncertain, the dynamism of the world’s economies seem to be starting to accelerate. Many speak of a new reality… Read More »
On Sunday 11 April, the conservative former banker Guillermo Lasso emerged victorious in Ecuador’s second round presidential election. The victory marked a significant political swing away from the decade-long leftist presidency of Rafael Correa that came to an end in 2017. … Read More »
Few if any industries have been as affected as severely by the pandemic as the travel industry. According to the World Tourism Organization (UNWTO), international passenger travel plunged by 74% during 2020, while in April and May when travel was… Read More »
On March 26, 1991, the heads of state of Argentina, Brazil, Paraguay, and Uruguay gathered in the Paraguayan capital of Asuncion to sign a treaty formally establishing a regional economic integration initiative officially named the Southern Common Market, but better… Read More »
Like much of the world, Latin America is still being rocked by the COVID-19 pandemic, with many countries facing severe ongoing restrictions to stem the spread of the virus. Yet the global vaccine rollout that has now begun gives cause… Read More »
“I am not a human. I am a robot. A thinking robot. I use only 0.12% of my cognitive capacity. I am a micro-robot in that respect. I know that my brain is not a “feeling brain”. But it is… Read More »
Marketing teams use “personas” – detailed description of your customers – to design products, publicity campaigns and more. See how you can use Personas to deliver an improved customer experience. In today’s world, it’s rare to find companies whose products or… Read More »
A couple of weeks ago, I attended the very first in-person meetings I have had in the last 11 months. The client, the general manager of a logistics company, told me a joke about a “mouse consultant” that has been… Read More »
Literally hundreds of new BPOs have sprung up in the Nearshore region in recent years. Aside from hiring locals, driving efficiencies and trying to build profitable businesses – what should their commitment to the local community be? We see many… Read More »
According to the Bureau of Economic Analysis, direct investment from the United States was $5.96 trillion in 2019. However, the Economic Commission for Latin America and the Caribbean (ECLAC) – a United Nations entity – reported that the main investor… Read More »
Throughout Latin America, growing tech and startup scenes will be important sources of skilled employment and innovation for promoting economic and social recovery in the aftermath of the catastrophic coronavirus pandemic. In Colombia, those benefits will be amplified by government… Read More »
The Caribbean has a unique opportunity to attract global services investment migrating from the Asia-pacific region due to the Covid-19 crisis. The region also possesses a stunning amount of upside, but getting to that higher plateau will require coordination, vision… Read More »
While outsourced teams are not officially part of your organization, they do work for you. So in reality, they are part of your team. A change in perspective can unlock their value. Performance is Powered by Engagement Think for a… Read More »
In recent years, the demand for tech talent has increased exponentially all over the globe. This is especially true during the pandemic, which has forced us to develop new digital skills and capabilities. According to the latest “Talent Shortage” report… Read More »
While legal wranglings over the recent US presidential election may drag on for some time, Joe Biden is almost certain to be inaugurated as the 46th President of the United States of America on January 20. That result will be… Read More »
In recent weeks, various publications have argued businesses have experienced accelerated digital transformation, having to adopt and invest in new technologies to keep operating efficiently and capitalize on the opportunities emerging in the marketplace during these challenging times. Is it… Read More »
The recent lawsuit filed by the Department of Justice (DOJ) against Google for monopolistic practices is very reminiscent of the United States vs. Microsoft case, which began in 1998, the same year in which Google, Inc. was born in a… Read More »
Chile and Ecuador have been identified as global leaders in early-stage entrepreneurship by the Global Entrepreneurship Monitor (GEM), but what makes these two Latin American nations stand out on the global stage? When considering global hubs of innovation and entrepreneurship,… Read More »
It is always the same. When something is new, there is a fascination with “the thing” and whether you have it. You see this trend with fashion, with new products, new methodologies, and yes, also with technology. Take videoconferencing. A… Read More »
Digitalization has suddenly become an indispensable process for employers. New relationships have emerged in which employees are no longer required to go to a physical site to receive their work equipment, meet their new peers, have meetings with human resources,… Read More »
Work-from-home (WFH) has become a very controversial employment scheme. Although the benefits have been discussed, governments and companies were resistant to making it the norm. But the case against remote working was more about prejudices. Employers typically thought that a… Read More »
The era of full-day, face-to-face training is over. In March, most contact centers shifted to a hybrid or fully work-from-home model. Virtual training has become the standard practice. But for most trainers, using technology like MS Teams, Google Meets, WebEx,… Read More »
In recent weeks, Source Global Research, a UK-based consultancy, interviewed clients from across the world in an effort to understand how their needs have changed since the onset of the Covid-19 pandemic. The consultancy has long been regarded as “the… Read More »
After several months of dealing with markets in constant fluctuation due to the pandemic, most companies have taken the decision to close their doors and “wait until it all passes.” In some cases, local laws have allowed companies to “freeze”… Read More »
The first semester of 2020 has left organizations of all sizes in a very compromised position. Those that belong to the most-impacted industries (local commerce, hospitality, local services, tourism or supply chain providers of these industries) have either closed their… Read More »
Arbitration has been evolving rapidly as a conflict resolution system in Honduras. Amid political uncertainty, investors are looking for safer and more effective ways to protect their finances. In response, the Honduran government has sought to reassure investors by signing… Read More »
As well as an unprecedented health crisis, the Covid-19 pandemic has inflicted great economic damage. The World Bank and the International Monetary Fund say the crisis will trigger the worst recession since the Great Depression of 1929. And who would… Read More »
Over the last decades, Latin America has become an attractive destination for entrepreneurs looking to expand their businesses to a vibrant and constantly growing destination. As financial regulations increase and multiple advances in technology take place, the number of emerging… Read More »
In my many years of business, I have often seen, firsthand, how vital leadership is. It can turn a losing team into a winner and, it is important to note, it can turn a winning team into a losing one.… Read More »
The Covid-19 pandemic is more than a biological phenomenon. It is an agent for rapid social and economic transformation. Since the first case was detected in Wuhan, China, the disease has swept across the planet, bringing sweeping changes with it.… Read More »
Within the last decade, technology and societal development have maintained a close complementary relationship. The evolution of technology has proved to be unstoppable and has created a generation where human beings are dependent on technological devices, such as smartphones and… Read More »
For many years India was the jewel of the American outsourcer’s eye. English speaking resources coupled with a flashy rate card proved hard for companies to resist. In fact, outsourcing to India had developed into such a “standard solution” that… Read More »
Online consumption has elevated the importance of establishing businesses’ e-commerce capabilities. Online spending has been growing year after year in many countries worldwide, and the Central American region is no exception. E-commerce represents a new opportunity to investors doing business… Read More »
We do not yet know how the Covid-19 crisis is going to play out. But three months into the pandemic, I think we all recognize two facts: The period of uncertainty is here to stay for at least 24 more… Read More »
Same-sex couples can marry legally, according to newly-passed legislation in Costa Rica. This development, in turn, opens new obligations and possibilities for business. The ruling came as a consequence of case law that arose from different international human rights organizations,… Read More »
The year 2020 has been a convulsed year, to say the least. The inauguration of a new year with one of the worst fire seasons ever seen in the history of mankind, followed by the COVID-19 pandemic and the repercussions… Read More »
Market observers recognize increasing foreign direct investment (FDI) in Guatemala as the Central American country emerges as a top contender for international business. The Guatemalan government has made great efforts to improve its business environment, encouraging greater investor confidence and… Read More »
Technically, we have been ready to work from home for many years. Work-at-home offers little or even no technical competitive advantage as virtually anybody can buy and implement the same tools. The real challenge is in the leadership/managing/human aspect of… Read More »
Companies in Central America are facing two main questions right now: How to avoid massive layoffs and how to keep businesses running, considering the economic hit in the region caused by COVID-19. These questions have implications in terms of labor… Read More »
During 2019, sales of electric vehicles (EV) in Latin America continued to increase. In Colombia, there was a growth of above 200%. In Mexico only until August, there was a growth of 34%, and in Peru, the overall increase was… Read More »
While the COVID-19 pandemic makes its way across the US and results in preparations and some panic, many US companies are telling employees to stay home and “telework” or “telecommute.” While these represent new, novel working paradigms for some, those… Read More »
My college hoops team keeps me on edge. They seem to look good enough to be in the tournament and proceed to lose a game they should have won. Then, on the verge of being out, they pull out a… Read More »
Productive private sector investment is an important component of competitiveness and growth strategies for developing countries. Attracting foreign direct investment, in particular, helps to link a country’s domestic economy to global value chains in key sectors. Countries thus decide to attract… Read More »
A region as economically diverse as Latin America should be on your expansion radar. As you look to expand your business beyond developed markets, e-commerce in Latin America is attractive for several reasons. Home to 642 million people, from Mexico… Read More »
Many CEOs and their boards are fixated with transforming their organizations. Whether this has to do with their business model, the elusive “Digital Transformation”, or to intervene to improve culture or innovation processes, the truth is that we live in… Read More »
Recent findings from Frost & Sullivan show that only 20% of the current contact center (CC) users in Latin America have an omnichannel solution in place, which represents a clear upselling opportunity for vendors. Companies are still integrating newer contact… Read More »
Panama is Latin America’s leading destination for foreign business expansion. Thanks to its incredibly attractive tax laws and lack of foreign ownership controls, incorporating in Panama is a highly viable commercial move to do in 2020. Panama’s government has consistently… Read More »
The customer contact landscape continues to be disrupted in Latin America and the Caribbean (CALA) and around the world. Companies need to think strategically about how developments will continue to impact the field in 2020 and beyond. As customers become… Read More »
Achieving sustainable savings is an inherent part of staying competitive, providing clients with more value, being more effective and achieving operational efficiency. It is something that comes with the role of ‘managing’ something. Achieving savings does not necessarily have anything… Read More »
From an accounting and fiscal perspective, starting a business in Latin America can be complicated as a foreign investor interested in doing business in the region. The language, procedures and ambiguity in the concepts can make the incorporation and operation… Read More »
Though typically lagging behind in the biotech world, Latin America is on the cusp of several breakthroughs that will place the region at the center of life science innovation across the globe.
Otto Acuna looks at how the failure rate for digital transformation initiatives in business is high – and what your business can do to succeed.
With education as a priority and tax incentives to entice tech-centric companies into its territory, Costa Rica is well on its way to becoming one of the technological hubs for Latin America. Craig Dempsey looks at how it got there.
Otto Acuna looks at how strategic procurement can help companies when pricing strategy amendments are out of the question. He examines how strategic procurement helps companies better understand what, why, when and how they buy, and evaluate the leverage they can have as a buyer with the different suppliers.
Continuous improvement backed by governments to open Latin American markets is great news for foreign investors, who are flocking to the region. Craig Dempsey outlines some commonalities shared by Latin American markets in forming or incorporating a company.
All these new technologies – RPA, AI, workflows, payment gateways and their extensions to the IoT (Internet of Things) world – must be looked at through the lens of the customer and client. Whoever is in charge of improving processes must make sure that what’s done improves the customer journey when going through that process.
While interest in and adoption of agile continues to rise, many engineering teams are still resistant to fully adopting it and restructuring their testing approach. QAsource’s Anand Ramakrishnan looks at how to approach QA testing from an agile perspective.
For accelerators that do not offer investment, it is especially important to clarify the value-add to companies and entrepreneurs so that it can still attract the top startups.
Latin America’s attractiveness as an outsourcing destination continues to grow, but each country offers its own unique opportunities. Nora Leary, co-author of 200+ Fast Facts about Technology in Latin America, looks at what makes five Latin American places so attractive for nearshoring.
With the growth of startup capital in the region, most notably in the form of $5 billion Softbank LatAm fund, there has never been a better time to look at starting a business. Pedro Varas of Founderlist looks at five things prospective entrepreneurs need to know.
Business Enablement Managed Services (BEMS) is a service that combines business consulting – specifically in the strategy and operations fields – with training and coaching of clients. Otto Acuna explains why this matters in the age of digital disruption.
Latin America’s startup ecosystem is growing and angel investors are looking to leverage the opportunities. Founderlist’s Pedro Varas looks at how angel investors can find startup deal flow in Latin America.
With the planning for the start of the year comes the requisite reflection for all private companies and other type of organizations, including government agencies: It is an undeniable reality that the advent of robotics and artificial intelligence have become… Read More »
In the last couple of years, deep-pocketed Chinese tech investors have started to export their success at home to Latin America.
Otto Acuna shares his thoughts on why it is so important for companies to simplify their commercial messages and have an “elevator pitch”.
Dave Brown of KPMG shares a forward-looking view on outsourcing trends in the context of advancements related to the use of intelligent automation.
In the age of omnichannel service, Mike Aoki shares his expert tips on modern best practices for contact center skills assessment.
After lagging in past years, new data reveals that Canadian companies are becoming more and more convinced on the value of mobile worker apps.
The boundaryless workforce trend is evolving and becoming an attractive model for service delivery companies that need skilled support and the freedom and advantages of an on-demand, virtual team.
Latin America is poised to take full advantage of blockchain, with dozens of entrepreneurs and startups already creating world-class solutions that will change the way we use the technology.
Cloud services allow the fast deployment of new innovative applications, offering low costs and high speed that make it a key enabler for new digital business models.
In today’s rapid world of change, there are forces that are designed to exacerbate our stress and cause change anxiety, so here’s how to take a breath, wind your watch, and confront those forces head on.
For startups and SMEs that are struggling with hiring fresh talent, these tips can help attract quality workers before the tech giants snap them all up.
The technology to enable great client-BPO relationships is already there. Here’s how clients can get the most out of today’s useful tools and make Nearshore feel like onshore.
Starting a digital business in a paper-based environment like Guyana isn’t easy, but as new trends in connectivity drive evolving consumer demand, the opportunity to do so is increasing.
The team at Bydrec give a detailed history of Colombia’s growth in IT and technology, explaining how it has positioned itself perfectly for successful Nearshore DevOps partnerships.
Daria Perva outlines five top tips for ensuring companies hire the best people in the most effective way when addressing recruitment for Nearshore outsourced centers.
Gonzalo Costa from NXTP Labs reveals market realities that have matured Latin American startups, as support from VC funds and national institutions create a new opportunity for the region’s entrepreneurs.
Mid-way through 2018, Dave Brown at KPMG shares findings that indicate what global organizations anticipate as sophisticated new technologies and automation change the outsourcing business.
Es imposible que alguna organización en este mundo funcione sin transparencia, se ha convertido en un elemento indispensable para el buen gobierno, las estrategias anticorrupción y las buenas pláticas empresariales.
GTT explains how innovative technology companies in Guyana are helping the oil and gas industry adapt it to the connectivity demands and realities of the 21st century.
Peter Ryan delves into some of the root causes of attrition in contact centers, as well as outlining effective strategies for addressing this common industry hurdle.
Tom Scott from Conversari Global sheds new light on the motivations of tech talent in Mexico, offering up suggestions for companies that hope to capitalize on this huge Nearshore talent pool.
Jason Reed, Senior Industry Analyst, Cybersecurity, at Frost & Sullivan, breaks down which manufacturers are leading the way in IoT security, and how new technologies will fight back against malicious attackers.
Stan Lepeak from KPMG explains how new forms of next-generation outsourcing are on the rise while traditional outsourcing models are declining, and the different types of measurement required for this growth beyond simple deal size.
Kellie Dundon from Conversari Global provides change management advice for businesses that want to find workable, sustainable ways to effectively manage change.
As one of Latin America’s most active tech hubs, Chile could be the perfect place to grow your tech startup. Here is how to get started in the Chilean market.
Ignacio Perrone from Frost & Sullivan Latin America explains how Mexico, and the greater LatAm region, is on the cusp of IoT greatness, providing certain hurdles in awareness and understanding can be overcome.
Today’s new wave of contact center developments is focusing heavily on self-service and automation, so nearshore vendors must look at new ways to deal with increasingly complex calls.
Thomas Veeman from Conversari Global shares tips for developing a critical innovation competency in risk-averse Latin American workforces.
Dave Brown from KPMG explains why now is the time for the GBS organization to step up to support intelligent automation, and the many benefits and opportunities it can provide.
Otto Acuna explains how human humility is an important step toward accepting the reality that artificial intelligence (AI) is here to help us and here to stay.
The fusion of nearshore associate skills with decision-enabling technologies is difficult to ignore as self-service becomes more prolific in the industry.
In order to narrow the regional culture gap, Tom Scott from Conversari offers up some unique cultural training advice that can be applied at nearshore customer service hubs.
Maiara Munhoz, Senior Industry Analyst at Frost & Sullivan, sheds light on what AI really means, and how related technologies are outshining chatbots to create exceptional customer experience.
Otto Acuna explica cómo un cambio importante en las expectativas de los grandes compradores de consultoría gerencial está dando forma a la industria.
Citing a recent IT services case, Gabriela Smith explains why having a clear intellectual property clause saved her client from disaster.
Cartagena is in the nascent stages of reinventing itself as a startup hub, driven by the efforts of determined entrepreneurs, but there are still uphill battles to face.
Natalie Gil provides a road map for the most practical and impactful route to blockchain adoption, and how to avoid the dangers of jumping on the hype train.
As customer experience demands evolve at a rapid pace, voice-only BPOs will need to make some big changes in order to stay relevant in the coming years.
As 2017 comes to an end, Ignacio Perrone, Digital Transformation Research Manager at Frost and Sullivan, shares the key impacts that technology will have on Latin American telcos in 2018.
When it comes to your outsourcing service contract, getting these terms right is the best way to protect your company if things go awry.
Despite the growth of Baja California and the surrounding region as a hi-tech powerhouse, nobody in Southern California seems to be aware of it.
Jose Miguel Zozyacorrea explains how a mix of political and economic headwinds will very likely alter the face of business and FDI in Jalisco, Mexico.
Bogota’s large, segmented tech sector and Medellin’s international community are in close competition to become Colombia’s most important startup hub.
Grant Wickes outlines five things you can do as an executive to ensure your outsourcing project develops as a partnership relationship.
Latin American contact centers are under pressure to provide unique customer experience, efficiency, reduced costs, and automation. Mission Impossible?
Mike Aoki breaks down some of the advantages for BPO clients and vendors when implementing a reliable knowledge management system for their agents.
Or, why the development of a digital mentality in the company culture is crucial for the long-term health of the digital transformation initiative.
Marty Stallone gives advice on how to best navigate and protect against the complicated legal issues associated with vendor management and relationships.
As Quebec’s economy grows and the language spreads across the region, the French-speaking consumer segment should be top of mind for providers in Canada.
These 4 tips will set you up to implement artificial intelligence, ensuring you are prepared to embrace the tech in a way that benefits your entire company.
Estas tres competencias básicas en la transformación digital será lo que separa a las empresas que triunfan de las que fracasan en la próxima década.
Javier Carranza Tresoli explains how eSourcing companies in Colombia could leverage unique operational models to differentiate the market from Nearshore competition.
Ignacio Perrone, Research Manager, Digital Transformation at Frost & Sullivan Latin America, highlights the enabling technologies and business approaches that are required to bring the agriculture industry in line with the global digital transformation movement.
José Zozyacorrea explica cómo México ya se está beneficiando de las malas decisiones de liderazgo de Donald Trump y continuará haciéndolo en un futuro cercano
Peter Ryan explains why investment promotion agencies should be more creative than ever before, and take a much broader approach to attracting BPOs.
Heather Littlejohns walks us through the best practices for transitioning existing contact center management and staff to a new external services provider.
Tim Norton explains why vendor consolidation can be a highly effective initiative, if properly positioned as part of a larger enterprise objective.
Jorge Zavala explica cómo hackathones internos pueden ayudar a su empresa a encontrar rápidamente los mejores talentos, incluso en tiempos de crisis de talento.
Krishen Iyer provides useful guidelines for health insurance companies to follow when weighing the risks and rewards associated with outsourcing IT, focusing particularly on their unique compliance requirements.
Peter Ryan outlines the challenges faced by captive contact centers in seasonal demand management, and the opportunity for outsourcers to assist them.
Nathan Lustig interviews Latin American startups and their founders to outline the five most important lessons learned about the region’s startup ecosystem.
Heather Littlejohns outlines 10 simple contact center management rules that result in smoother operations, less stress, and better business results.
Jose Zozyacorrea explica que, con los próximos cambios al NAFTA, actuemos con inteligencia, para el beneficio de una región que, económicamente, es muy importante en el mundo.
Jonathan D’Oleo uses the gravity model to explain the economic opportunities available to those countries in the strategically located Nearshore region.
Marty Stallone reveals some of the exciting opportunities for land developers in Latin America, and how analytics vendors will be vital components in the equation.
Matt Wright explains how, in Trump’s America, the true American pastime of innovation has become a gimmick, instead of being understood for the agent for change that it is.
Otto Acuna de Exyge explica cómo lograr una transición fluida al implementar la gestión del cambio en la robótica industrial.
As the hiring wars heat up, western companies should be considering nearshore or offshore sourcing as a remedy for the software development talent drought.
Awareness of mobile payments is increasing in the region, along with the number of unbanked people who will continue to use it.
Peter Ryan looks into new full-service business models that can help drive efficiency for new BPO players, both onshore and offshore.
Young people in Latam could become part of a niche field, either starting their own data science businesses, or studying to become the next great pros.
Jorge Zavala explains why a “Minimum Buyable Mindset” can transform the way you innovate and do business with services clients.
Gabriela Smith explains the complications behind categorizing workers as independent contractors or employees, and the ramifications of doing this incorrectly.
Luigi Wewege explains how outsourcing companies are satisfying the needs of FinTechs who are eager to enhance their digital strategy and capabilities.
Renate Cunneen advises buy-side clients on how to develop stronger vendor relationships from the outset, and how to avoid unnecessarily deteriorating the partnership.
Por que seguimos tratando de administrar nuestro entrenamiento y evaluaciones de cumplimiento con políticas y procedimientos en papel?
Latin American telcos may be on the right path to becoming fully digital, but that path is still a long and challenging one. During the last few years, a large number of telcos have established dedicated digital business units to tap… Read More »
Rachel Bohn outlines some strategies that Latin America nations should implement to boost the region’s potential as a world-leading startup ecosystem.
Tim Norton offers advice for ensuring your business remains on track when the operating strategy requires a quick shift from insourcing to outsourcing.
Jose Miguel Zozyacorrea, Partner at Ernst & Young, thinks that Mexican companies should remain positive in the face of NAFTA’s dissolution, as opportunity is just around the corner.
Peter Ryan outlines the key takeaways from Sourcing Decisions 2017, highlighting that Canada’s potential for it to regain its BPO prominence is significant.
Peter Ryan comments on how management skills training across the entire BPO organization is essential for ensuring long-term business viability.
Las organizaciones privadas, gubernamentales y del sector ONG pasan usualmente por enormes esfuerzos y disgustos para mover hacia adelante las iniciativas que conforman su estrategia. Algunas organizaciones invierten millones en ejercicios de planificación estratégica, definición del rumbo ante condiciones adversas,… Read More »
Renate Cunneen describes her new role and mandate for vendor governance, offering indispensable advice for balancing the aspects that result in success.
Marty Stallone explains how many principles he’s applied to vendor management closely parallel those of injury prevention in professional athletics.
Nora Leary breaks down the worst pieces of advice she’s heard given to Latin American startups, offering up some good advice of her own.
Craig Haney points out the spectacular shows that companies put on when they should instead be working to bring true innovation to the table.
Ignacio Perrone, Research Manager, Digital Transformation at Frost & Sullivan Latin America, explains the regional differences in cybersecurity awareness.
Otto Acuna explica por qué los servicios de consultoría gerencial deben ser gestionados como una cartera, asegurando que coexistan y colaboren.
Matt Wright dissects the entrepreneurial climate in Buenos Aires and Argentina, explaining how public policy will soon create an explosion of local startups.
Renate Cunneen from TD Bank gives buy-side advice for establishing valuable client-vendor relationships and maintaining them long-term.
Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
Heather Littlejohns explains that, in order to truly minimize new geo risk, site selection teams should drive the due diligence from a grassroots perspective and through a cultural prism.
Después del intento de crear en ésta región del País el llamado “Silicon Valley Mexicano” y habiéndose percatado las Autoridades competentes que sin recursos e incentivos, entre otros, prácticamente resultaba imposible competir con otras jurisdicciones de nuestro propio País, así… Read More »
Tim Norton describes the benefits of outtasking over outsourcing, giving valuable advice on switching the external resourcing perspective from people and roles to specific tasks.
Alaa Saayed analyzes the potential of the software communications and collaborations landscape today and the growth highlights of each type of software communications and collaboration technology.
The deal illustrates the ongoing interest in Canada both as a point of delivery and as a demand market for CRM services.
Otto Acuna detalla algunos de los desafíos, vicisitudes y errores de una nueva operación de servicios compartidos que se establece en un nuevo país.
Through governance, relationship sensitivity, observation, and selective involvement, the vendor management organization can ensure optimal IT execution and maximized delight with your external resourcing environment.
Access to a competent, loyal channel network will become critical for hosted IP telephony and UCaaS providers in their cloud communications strategies.
According to Tim Norton, vendors should be standing up and guiding clients through the process of automation adoption, not selling them a shiny end-goal.
According to Katie Griffing, while some logistics startups are finding success, there are myriad opportunities for better shipping solutions in Latam.
Sebastian Menutti explains why contact center outsourcing services in Latin America continue down a difficult path in the region’s overall outsourcing ecosystem.
In today’s rough-and-tumble mobile worker apps market, it can be difficult to spot a leading development company who can take your solution to the next level. But, as the stakes continue to rise, trends in market leadership are starting to… Read More »
When investigating a labor market to determine the merits for new operations, think about the “Talent Triad”: a labor market’s ability to supply labor with an intersection of the required experience, education, and language.
Having reached 11.9 million accesses in June 2016, Brazil is by far Latin America’s largest machine-to-machine (M2M) communications market. However, it isn’t necessarily the region’s most advanced market in terms of applications, compared to other countries where M2M adoption is… Read More »
Why is it that vendors in the IT services industry can be so amazingly successful with one client and so curiously unsatisfactory with another? It all comes down to one person.
Nora Leary, Head of Marketing and Business Development at Launchway Media, details the main considerations that marketing professionals must remember before starting a nearshore campaign.
Roughly 40% of global firms have implemented an offshore or shared services strategy, and 25% of shared services centers have embraced some form of robotics process automation, so what are these firms seeing that others aren’t?
Providing the right level of transparency and expecting the same in return helps to build a far better foundation for which to develop the client-vendor relationship, leading to mutual business success.
Exit momentum has finally taken off in Latin America. Global companies are making valuable acquisitions in the region, and you don’t have to look hard to see why.
Remote work, telework, home office, virtual work or telecommuting: call it what you want, but the fact of the matter is this new work modality is already widespread in countries such as the United States. But how are countries in the Latin… Read More »
Tim Norton, Director of Vendor Management at UPS, explains why an IT service provider’s “best” resources aren’t necessarily the ones he wants on his projects, and how demanding them can affect the final result.
Times Higher Education recently released its ranking of Latin America’s leading universities and, to the surprise of few who follow the region closely, Brazilian universities topped the list. Brazil’s impressive performance owes to generous state funding for universities, competitive admissions,… Read More »
Lutz Remmers describes how the customer service hierarchy is becoming more self-service oriented, pushing human interaction to the “last resort” category for today’s consumers.
Leandro Scalize, Digital Transformation Consultant at Frost & Sullivan weighs in on the importance of the Big Data and Analytics market in Latin America, which is expected to reach revenues of nearly $2 billion by 2020.
Nearshore Americas’ director of research, Sean Goforth, explains why tech entrepreneurs and startups are looking to Mexico as their new locale.
To get a sense of the on-demand startup landscape in Latin America, here’s a list of some of the most popular “Uber for X” startups dominating the region.
Dilip Sarangan, Industry Principal, Internet of Things (IoT), at Frost & Sullivan takes a comprehensive look at the main profit centers in IoT, and who is currently benefiting from them.
Breaking down the findings of Nearshore Americas’ State of the Nearshore 2016 survey, in which outsourcing professionals expressed the benefits of nearshore delivery, the characteristics of particular geographies, and the outlook for the region amid rapid technological change.
From the correct utilization of social media platforms, to the introduction of virtual agents, the biggest trends in the contact center business are here now, but are sure to dominate by 2017.
The approach must be one that involves hardware or software solutions, not just products, since the complexities of educational institutions demand complex approaches.
For companies that need extra space, Bogotá has 19.3 million square feet of office space and over 50 industrial parks that include free trade zones and warehousing and manufacturing space.
We’ve all seen a supplier fall asleep at the wheel. But in many cases, the client must consider its own role in failure.
Knowing your Net Promoter Score and understanding the call lifecycle procedure will ensure that your customer satisfaction and brand loyalty stay high.
Extending tech development beyond a single office should not require a new layer of cybersecurity — it should be there in the first place.
Subject matter expertise is not the only skill needed for this critical role. In practice, the responsibility is much larger.
There in no easy transition to a central location, but keeping these seven factors in mind will help realize the savings of shared services.
Excellent customer experience is no longer an expense to keep under control. It is a key competitive differentiator for any company.
In 2016, contact center technology will become more visual in order to create face-to-face customer experiences that allow for a more connected form of communication.
A recent report from Nearshore Americas reveals that Mexico City has among the lowest wages for software developers and IT professionals in the region.
In the 1990s, the industry used different buzzwords than it does today, and this language shift reflects the changing priorities for outsourcing pros.
Havana’s failure to focus on its IT talent pool and a rising fear of Cuban Adjustment Act changes may drive more Cubans to leave.
With the disruption wrought by savvy and legacy-light competitors, traditional enterprises must evolve into digital businesses or risk obsolescence.
Ovum’s Peter Ryan examines Argentina’s failing fortunes and the possibilities for the country to re-establish itself as a leading light in nearshore CRM.
RPA is the next big thing, but it is more than hiring robots to automate tasks. It can transform how business services are managed.
Its data protection laws are based on E.U. rules, but many fear the government will overstep its authority. Here’s what nearshore firms must know.
Companies are moving select processes into the cloud, and uncompetitive providers should worry. But the shift will be incremental.
Recent headlines in Guatemala and El Salvador are unsettling, but not all is lost for Central America’s ongoing prospects for contact center nearshore delivery.
Brazil has a vibrant workforce and strong training grounds. But it also has a recession and arduous taxes. Do the pros outweigh the cons?
Brazil’s new Marco Civil law is aimed at creating a standard application of internet regulation, but it hasn’t erased all confusion about liability.
Before outsourcing, consider location, technology, metrics, and people. Follow these tips on the road to success — no matter which country it leads to.
Paraguay offers both opportunities and challenges in BPO, but will the former be enough to make Asuncion a go-to destination in the near future?
The Onshore Anchor is critical to the success of any distributed delivery team, helping to foster communication and empathy between teams.
Major investments from IBM and AT&T are stirring interest in Mexico among those seeking lower costs and provider options. Buyers should be cautiously optimistic.
Recent trends have made Canada a nearshore contender again. But it’s still early. There are no guarantees it will re-emerge as a low-cost haven.
Central America and the Caribbean are the fastest-growing call center outsourcing services markets in LATAM, while Peru, Guyana, Belize, and Surinam are prospering.
Has the death knell sounded? Craig Kane and Mohit Mohal of A.T Kearney examine whether nearshore is dying and present some challenges that the nearshore needs to respond to in order to compete.
Formatic.ly’s Patrick Millar and Andrew Schwabe discuss how the nearshore can benefit from the code school trend and why code schools are and will continue to be a growth area.
Living in South Florida one often hears the saying: “Washington DC is the capital of the United States, but Miami is the capital of The Americas.” While in many aspects that statement may contain some truth – Miami is home… Read More »
Mexico’s offshore outsourcing services are consistently getting stronger. The financial benefits provided by these services are having an impact on the economies of numerous countries, which is why Mexico will continue to see significant growth in the outsourcing of IT… Read More »
In a world where the workplace environment is rapidly evolving, executive and management teams have begun looking at different ways to engage and motivate their employees. Some might do this by hosting office potlucks, raffles, or contests for exceptional work.… Read More »
The need to contain costs, drive out agent inefficiencies, deliver high quality interactions for clients, and grow top-line revenues are among the biggest challenges facing customer care outsourcing firms in Latin America today. These key challenges must all be met while still achieving the highest… Read More »
Financial Services organizations face increasing pressure to demonstrate oversight and transparency into their third-party supplier relationships. Following the global financial crisis of 2008, regulatory agencies have introduced strict new requirements and significantly tightened enforcement of existing standards. At the same… Read More »
In the mid-90s I moved to Japan from San Francisco with my fiancée to take a job at an interactive educational media group based in Tokyo. Aside from picking up some handy Japanese and developing a life-long reverence for the… Read More »
By Peter Vaihansky, Senior Vice President, DataArt The strength of Scrum, the most widely accepted Agile process, is in relying on relatively small, self-contained, cross functional, co-located teams working very closely together, and therefore achieving extremely high productivity and quality.… Read More »
By Peter Vaihansky, Senior Vice President, DataArt In the past few years, Agile development methodologies have clearly gone mainstream, with Scrum being perhaps the most popular Agile process. Organizations large and small, from market leaders like Google, Microsoft and Salesforce.com… Read More »
By Adam Cummins, Principal, Pace Harmon When considering business process outsourcing (BPO), companies generally expect to see improvements in overall cost, efficiencies and/or rapid innovation. These BPO benefits enable the buying company to focus on their own core competencies and… Read More »
Analytics and automation have sparked a resurgence in the utilization of business process outsourcing (BPO) by large corporations, with two immediate impacts. Firstly, automation is stripping out labor and lowering fees associated with service delivery. Secondly, by providing insights from… Read More »
A vendor management program that is grounded in the contractual agreement negotiated between an outsourcing provider and buyer is undoubtedly an enabler of a successful outsourcing solution. The program should span strategic and operational levels to align executive views on service… Read More »
The healthcare industry has an intrinsic connection with population growth. Throughout history its development has been affected by disease burden, demographics and other factors, and today is no different. Important trends such as the inversion of the age pyramid –… Read More »
The fact that economies the world over are being swept up in a ‘digital wave’ which is here to stay is a reality that businesses across the globe are dealing with. This is causing enterprises to take a more serious… Read More »
Big Data is a common catchphrase in the business world today. In reality, it is far from a buzzword, however; it is radically changing the traditional perception of data. Big Data has started transforming the decision-making process of entire organizations.… Read More »
Whether it’s to India, Eastern Europe or Latin America, outsourcing software development has proven the right solution for many companies during the last couple of decades. But even if you outsource your work to a company just two miles away… Read More »
The price of oil fell from US$95 in August to $45 in January. While great for consumers and a challenge for oil companies, the true beneficiaries are the management consulting firms advising clients on how to harness emerging technologies —… Read More »
When you get here, on the ground in Havana, it doesn’t take long to recognize that the flickering light of Cuba’s formative IT nation – suddenly emerging out of isolation after President Obama’s move to restore relations in December –… Read More »
In today’s world the idea of a major organization that operates without a computerized environment that supports some sort of electronic data processing is almost inconceivable. But this was the case with the Mexican government until November 2013, when the… Read More »
We covered management-level communication in our previous article on the engineering vendor partnership model, but equally important is the communication to the joint team in general. Even the most experienced vendor team will not know the specifics of a client’s… Read More »
There are not many industries, except for commodities, where you can find two Latin American providers among the top five players worldwide. This statement is even more valid nowadays as last year seemed to be the worst for the regional economy… Read More »
While the global economy attempts to extricate itself from the aftermath of the Great Recession while trying not to fall into another recession in the process, the financial sector is still struggling to deal with the consequences of 2007. Firms… Read More »
Successful companies know that achieving a competitive advantage in today’s market is largely a function of deploying better and more advanced analytics of a growing variety of data. Analytics allows companies to gain insight into the behaviors of consumers and… Read More »
Agile methodologies are the latest in software development, but what advantages and disadvantages do they present for both clients and vendors?
Last month’s bombshell announcements that the U.S. and Cuban governments have decided to re-establish diplomatic ties after 56 years of estrangement brought tears, joy, awe, and disbelief to Cubans across the globe. (And some anger from Cuban-Americans, too.) While President… Read More »
Companies continue to evaluate ways of increasing their operational efficiency while providing meaningful services to their internal stakeholders. These enterprises have used a variety of strategies to achieve this, including deploying a captive shared services organization, engaging with outsourcers, or deploying… Read More »
Many enterprises tend to view Latin America as a complementary outsourcing locale, particularly in cases where specific services portfolio areas require stronger U.S. cultural alignment and language support. For example, many organizations recognize the growing importance of native language Spanish… Read More »
Labels that can take on lives of their own fascinate the technology industry. Big data represents a label with hype that far exceeds its utility. Technology enables big data to store exponentially increasing information in structured and unstructured file formats.… Read More »
While industry reports and data seem to indicate that the Shared Services and Outsourcing model is widely recognized and applied in practice, in truth, only a relatively small proportion of potential scope has, to date, shifted successfully to a comprehensive… Read More »
The immigration system in the United States is broken: a sentence said so many times that it sounds like a broken record. Obama’s new set of executive actions announced recently comes after Congress’ inability to pass legislation and the lousy midterms… Read More »
Humans are social beings by nature. We enjoy interacting with others; we constantly exchange information, ideas and beliefs. We have always done this through many different channels, whether face-to-face, in writing or by recording our messages on any available media.… Read More »
Gartner reports on worldwide outsourcing markets and trends show that Latin American economies are emerging as a prominent location for the outsourcing sector and are expected to see a growth of 14.21% by 2018. India, China, the Philippines and a… Read More »
The Managed Security Services (MSS) market in Latin America is driven by industry, technical and economic factors. Companies are starting to understand the benefits that MSS can bring to their enterprise by allowing them to maintain a focus on their… Read More »
Gerdau is the largest producer of long steel in America, with steel mills in the United States, Brazil, Argentina, Canada, Chile, Colombia, the Dominican Republic, Guatemala, India, Mexico, Peru, Venezuela and Spain. While traditionally each country housed and managed its… Read More »
As Guatemala and Costa Rica transition from frontier to emerging hubs in the outsourcing community, TBR believes pioneering IT services vendors in these countries will establish captive centers for clients, pairing 300- to 500-person staffs with automation in services and… Read More »
Back in 2011, we reported that the most pervasive and challenging issues across the Nearshore region were establishing English language training programs that actually produced well-trained professionals. Among Central American countries, El Salvador has certainly been a leader in such programs.… Read More »
While the Shared Services model has produced several examples of success at delivering higher quality, lower cost, and improved control, many implementations still don’t perform at the expected levels because leaders overlook some of the basic requirements for leading and… Read More »
The IT infrastructure outsourcing services market in Latin America is growing more mature each day. Companies are better understanding the benefits of outsourcing, such as being able to reduce costs and focus more on their core business, followed by the… Read More »
Latin America is going through a stage in which companies are increasingly focusing their efforts into understanding how they can have benefit from trends such as cloud computing, big data analytics and mobility. The spread of awareness regarding these markets… Read More »
With the global slowdown having given companies a breather to reevaluate their strategy of offshoring software testing, CIOs should take this opportunity to undertake a systematic analysis of the pros and cons of sending important software projects abroad, particularly to… Read More »
Over the past six months there has been a seismic shift in the customer management services (CMS) business process outsourcing (BPO) vendor landscape, with merger and acquisition (M&A) activity leading to the emergence of two new heavy hitters. Concentrix’s acquisition… Read More »
A few weeks ago I had the opportunity to participate on The 2013 Latin America Outsourcing Summit in San Jose, Costa Rica. This was an excellent opportunity to hear from the experts, the companies that actually are doing some kind… Read More »
As Nearshoring has gained prominence in recent years, it has also become a leading region for global mergers and acquisitions (M&A) activity. Offshore service providers are bridging the onshore-offshore divide by offering a truly global delivery model leveraging nearshore capabilities.… Read More »
Developing and implementing consistent, actionable performance metrics for your Application Development and Maintenance and Testing program is one of the best ways to ensure you get value for money. One of the most important aspects of developing effective metrics is… Read More »
Real-time analysis to support go-to-market strategy can really bring value to companies in today’s dynamic world, where the old cliches that “time is money” and “information is power” now ring truer than ever. The old days – when data from structured… Read More »
Last year I wrote several articles for Nearshore Americas on how to better manage outsourced relationships. These pieces covered all facets of becoming a successful outsourcer and included vendor selection, managing multiple vendors, incentives, brand management and how to utilize… Read More »
Spanish philosopher George Santayana once said, “Those who cannot remember the past are condemned to repeat it.” That is certainly true of outsourcing initiatives, which are often derailed by “predictable” mistakes, said Dave Borowski, a principal with the Pace Harmon management consulting… Read More »
Just as investors and multinational companies are questioning Brazil’s ability to regain confidence from foreign players, the World Economic Forum (WEF) has released a report that does not help the country to improve its image. However its findings do shed… Read More »
Is your company ready to support new business models and guarantee the security of the entire organization? Do you know if your company has ever suffered from a security breach? These are the questions I have been asking to all… Read More »
I was floored recently when a notable site selection company president told me that he almost never sends his analysts to the Latin American and Caribbean region (CALA) to see markets first hand. Due to budget constraints, he told me… Read More »
Spain’s government launched initiatives in 2012 aimed at re-adjusting labor compensation scales nationally to ultimately re-position the country as a low-cost hub for global services delivery in the European Union (EU). It’s a simple goal, but far easier attempted than… Read More »
Numbers don’t lie – thought leadership is in demand. Outsourcing customers – just like their peers in other industries – want to do their jobs better. And they are hungry for knowledge about smarter operating models, vendor management insights and… Read More »
While awareness of technology’s contribution to running a successful business is growing around the world, executives in Mexico seem especially convinced of technology’s contribution to business success. CompTIA (a U.S. based tech advocacy group) surveyed IT and business executives in… Read More »
By Patrick Heffernan and Geoff Woollacott TBR research has recently found evidence to suggest rapidly accelerating pricing pressures are seriously impacting professional services firms lacking global scale. Specifically, global delivery models that includes the labor categories of onshore resource, landed… Read More »
By Bruno Tasco, Frost and Sullivan The Information &Technology market in Latin America that includes hardware, software and services, is expected to grow 7% per year until 2014. From an economic perspective, with most countries in the region growing less than… Read More »
Ovum analysts were recently afforded a first-hand view of one of Colombia’s emerging secondary locations for contact center outsourcing, the city of Barranquilla. With investments by both local and global vendors in the city continuing at a strong pace, it… Read More »
By Marco Stefanini We live in a globalized world with increasing technological transformations. Among outstanding developments that reach the global population, it is the practice of entrepreneurship that stands out as a way to conduct business with an innovative approach.… Read More »
In the past few years there’s been a great deal written about governance. Yet, it’s still a misunderstood subject. In most cases, it’s an afterthought only considered once the “transaction” is complete and the provider is selected. Unfortunately, this practice… Read More »
Alorica’s recent inauguration of is contact center in Santo Domingo was an eye-opener for Ovum analysts who traveled to participate in the event. Getting a perspective on what had become a somewhat overlooked delivery location in recent times being refreshed… Read More »
Pending changes in U.S. immigration law could change the business models for offshore outsourcing. Immigration reform is not only a weighty political issue. It is something that is likely to influence business strategies that could result in diminishing the adverse… Read More »
By Timothy Wilson The North America Free Trade Agreement (NAFTA) between Mexico, the United States and Canada, just entered its 20th year. In that time investments in information and computing technology (ICT) have certainly increased in Mexico – as they have… Read More »
Investments in IP-based delivery and platforms will enable traditional services firms to break the link between revenue and headcount growth and result in a net improvement in positioning of “India-centric’ outsourcing providers, according to new findings from Technology Business Research. … Read More »
What are the biggest red flags that should scream out to you that your BPO partnership is headed toward a brick wall? Even though it is an overused cliché, it is a very fitting one: Strategic outsourcing is like a… Read More »
Is your company ready to establish an offshore operation? This move might be the right step at precisely the right time, or it could mean acting beyond your current capabilities. There are five stages of maturity, and knowing your company’s… Read More »
By Maryori Vivas It’s January, 2013 and I just finished a skype conversation with a fellow Telemedicine colleague. He is not a MD but an IT expert. I did not grow up with Facebook or Skype and still don’t have… Read More »
By William B. Bierce Recruitment and incentive compensation of local onshore residents require careful structuring and execution. Since experienced business developers are difficult to attract and retain, offshore service providers need to develop effective strategies and tools for incentive compensation.
By Geoff Woollacott & Bryan Belanger The fundamental shifts new technologies bring to our daily lives could fill a magazine, let alone an article. It comes as no surprise that technology firms adopt new technologies early: in the past, ERP… Read More »
Although I normally write about managing outsourcing, increasingly I get involved with finding niche alternatives for smaller targeted initiatives. Often with an infrastructure and an imagination in place there are infinite possibilities. Crowd funding is one of those initiatives. Crowd… Read More »
The offshoring location investment decision used to be easy – India, with the possibility of the Philippines or Mexico as an occasional alternative – but as with everything IT services related, the geographic options have increased substantially over the past… Read More »
Information Technology Outsourcing programs (ITO) have been around for more than fifteen years. Early adopters were acquiring application development and maintenance services from India back in the nineties. In fact, it is very rare for any large corporations to provide… Read More »
Some supply chain executives are starting to take a look over the fence at their colleagues in accounting and being somewhat envious of 40% cost savings, alongside significant improvement in productivity and quality delivered through outsourcing. They might then consider… Read More »
The real risk of cyber attacks on critical computing infrastructure is nothing new, but the perceived threat level continues to grow, as evidenced recently by the dire warnings issued by US Defense Secretary Leon Panetta. There is no shortage of… Read More »
Often when describing the roles and responsibilities that are required in an outsourced relationship, the terms most often bandied about include sales, operations, legal, compliance, marketing, technology, product management, and the list goes on and on. In reality the most… Read More »
Last month, almost one third of India was in the dark. A massive electrical grid failure brought inter-city trains, local subways, elevators and shop lights to a grinding halt. BPO centers ran operations on their backup generator sets as they… Read More »
By Ben Trowbridge When listening to the sales pitches of leading BPO suppliers, you may think there is some magic afoot in the world of business process improvement. “Guaranteed cost savings”, “world-class processes”, “risk-transfer”, and “business transformation value to the… Read More »
By Jag Dalal Loyalty is a virtue of the past. Employees used to commit to their employers for life and generations of family remained loyal to their employers. Employers, in turn, were also loyal to their employees and built towns around… Read More »
Social media has already come to impact almost every aspect of modern society. The ability to create and share content with an almost unlimited number of people has revolutionized the way people communicate and interact. Internet-based social media means that… Read More »
A constant that runs throughout any outsourcing arrangement is a persistent level of tension between parties over their roles and responsibilities. On one hand, the vendor feels that if the outsourcer was performing well and remaining competitive there wouldn’t have… Read More »
By Nancy Y. Nee The Agile Manifesto places customer collaboration over contract negotiation with a keen focus on a highly skilled, motivated team in constant interaction with the product and the customer at every phase of the software development project.… Read More »
A typical customer will not call back a call center. Not only does this keep costs high, but it decreases customer loyalty and increases turnover.
Talk about contrasts. Go visit Montevideo, Uruguay – the serene coastal city which has a very healthy software/ IT sector. Notice something very important: The country’s policy makers and IT sector leadership get it. They fully understand and have digested… Read More »
Obviously one of the most important reasons today’s executive chooses to consider BPO is for the potential cost savings offered to the organization during the long term. However, cost is just one consideration, and in many cases, lower cost per… Read More »
The outbound side of the call center world is not discussed as often as the inbound side. Outbound calls are misunderstood and under-appreciated in the industry. However, prior to outsourcing becoming the global business it is today, call centers were… Read More »
The second annual investment summit held last week in Managua by ProNicaragua (the Nicaraguan government investment agency) went some way toward increasing Nicaragua’s visibility as a viable nearshore outsourcing location in the Americas.
It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment. First Call Resolution (FCR) has been and remains the #1 driver of customer satisfaction.
By Bob Scheier Throughout my career, I’ve always felt that anything I learned from a job or customer engagement – good, bad or negative – left me with knowledge that nobody can ever take away. I got to thinking about… Read More »
By Dave Borowski BPO buyer organizations talk the talk when it comes to governance and include it in their contracts, but many are not walking the walk. Thorough BPO vendor management is inconsistent at best, and this puts BPO engagements… Read More »
By Clayton Browne Software as a Service (SaaS), a relationship that provides on-demand access to a cloud based network with shared configurable computing resources, has enjoyed phenomenal growth over the last few years. But how successful have IT organizations been… Read More »
By Loren Moss As Greece gears up for its second election in eight weeks, economists, citizens, investors and other stakeholders are confronted with the stark possibility of Greece returning to its historic currency denomination of the drachma after 11 years… Read More »
One of the most intriguing and interesting outsourcing arrangements is the ability to operate multiple delivery center sites while utilizing various vendors. The advantage of such a program is that it provides access to a global talent pool across geographies… Read More »
By Judy Dobles As a shared services veteran who has led three different shared services organizations, including one major outsourcing, I have learned a few things during the years. Here are what I consider the most important factors for a… Read More »
George Santayana once wrote: “Those that fail to learn from history, are doomed to repeat it.” I also like what Albert Einstein wrote, “Insanity is doing the same thing over and over again and expecting different results.” So it is… Read More »
There’s little doubt that Business Process Outsourcing is here to stay; the lure of “easy” cost savings is just too powerful for companies to resist. But the truth of the matter is that implementing a successful outsourcing project is hard… Read More »
In my recent article, we concluded that the most important aspect of managing remotely is building a strong and trusting relationship. Creating a partnership that doesn’t rely solely on the contract for the outsourcer to get performance security. The partnership… Read More »
Latin America has received lots of buzz in recent years as a preferred location for shared services operations. An educated and affordable labor pool, business friendly climate, and the necessary infrastructure all make Nearshoring a very attractive option. At the… Read More »
I knew I was in for a ride as soon as I arrived in Santiago and ventured out to the local neighborhoods to hunt for an apartment. It was not so much the huge language barrier, but rather, the non-stop… Read More »
Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than solved. Respondents to a FurstPerson survey reported an average monthly… Read More »
No one wants for a relationship to fail but sometimes you have to quit on one that isn’t working. How do you know when to say, “When?” Relationships are difficult. Band members have creative differences, teammates have ego problems and… Read More »
By Steve Rudderham Most outsourcing arrangements are literally “out” sourced in that services are delivered from a remote location. Whether that location is within a few miles of your corporate headquarters or on the other side of the globe, you… Read More »
Companies seeking to locate new outsourced or shared services centers to offshore or near shore locations typically focus their exploration on factors such as price, local government support and incentives, cultural affinity with the target market, unemployment rates, labor pool,… Read More »
Until recently, the IT Services industry has been dominated mostly by large companies leveraging their presence in mass-scale geographies such as China and India and servicing equally large clients in the US and Europe.
By Francisco Blagevitch The IT market in Brazil is run by more than one million professionals, accounting for $95 billion in income in 2011, which is equivalent to 4.4% of the national GDP. The scenario points to continued growth, mainly… Read More »
Decisions to outsource critical functions are never easy and there is a lot of internal inertia to overcome, but it is often hard to ignore the numbers. Outsourced relationships will always require a substantial remote management component. Successful remote management… Read More »
The more than 700 attendees at the MIT Latin America conference March 10th in Cambridge heard a lot of upbeat talk about economic prospects for Latin America in general, and emerging markets throughout the southern hemisphere.
1. Why do you want to do the software project in Agile mode? Potential reasons include: (A) You are already engaged in IT outsourcing and have a good working relationship with the outsourced vendor. You have successfully used Agile internally… Read More »
Outsourcing is serious business and will have a long-term impact on your company’s future. Let’s improve the odds that it’s a positive one! Your customers and shareholders shouldn’t and won’t differentiate who delivers their services – your company or a… Read More »
Shared services operations (SSOs) have transitioned from a simple means to gain quick cost savings to a critical component of corporate strategy. Historically, transactional services offered such as accounts payable processing, payroll, and IT help desks have been no-brainers for… Read More »
I am always amused when business development people or IT outsourcing providers ask their prospects, “What keeps you up at night?” Then, they take that input and promptly develop a “value proposition” that is supposed to make the client sleep… Read More »
Everyone seems to have at least one story about a nightmare experience dealing with telephone customer service. The fact that many call center providers are located in countries where language and customs are significantly different from US norms only exacerbates… Read More »
Everybody wants ROI from their outsourcing projects. Many (on both the buy and the sell side) claim it. But relatively few have the knowledge or background to calculate it correctly. This not only makes it harder to make good decisions,… Read More »
Concerns exist over the capacity of Latin American service providers to absorb rapid growth. Several global providers currently have a presence in Latin America, and tax and other trade incentives will help attract more outsourcers to the region. And, many… Read More »
There is what we call a moment of truth when a customer makes a decision about you, your company, maybe even all companies in your industry, based on their interaction with anyone from the front lines up to and including… Read More »
The Greeks, 2,500 years ago, were onto something. Creating a concept such as synergy might have been one of their greatest inventions. Although the word has sometimes been overused and abused, synergy surrounds us nowadays. Synergies underlie mergers and takeovers,… Read More »
In the period 2003 through 2010, Europe and Asia were the largest recipient regions of foreign investment projects in shared services and BPO activities, accounting for 46% and 29% respectively. Meanwhile, interest in Latin America has clearly been growing. The… Read More »
When Forrester published its first Indian vendor consulting Wave in 2005, Indian vendors were just starting their journey into management consulting. At the time, none of these vendors could compete with traditional management consultants – such as Accenture and Deloitte… Read More »
The US Congressional initiative House Resolution 3596 (HR 3596) is the most recent effort on the part of certain US legislators to inhibit the offshore outsourcing of contact center services. However, no matter how sincere the spirit of this and… Read More »
The interaction anyone has at any level with your employees, including you, gives a customer an opportunity to make a judgment about you, your company, and all companies like yours. I’m not just talking about call centers here. All technical… Read More »
As outsourcing buyers use service levels to measure the performance of a provider, service level agreements (SLAs) are one of the buyer’s fundamental vendor-performance management activities. An SLA’s agreed-upon quantitative provider requirements establish the baseline performance levels and define the… Read More »
Of all the business processes to source, those in finance and accounting often raise the highest level of concern within organizations. Some firms refuse to consider F&A outsourcing (FAO) based on fears and doubts, and an overall risk-averse approach to… Read More »
IT outsourcing (ITO) vendors provide everything from application development and testing to remote management of customers’ data centers. As those customers adopt cloud computing (highly virtualized compute, storage and network capacity provided over the Internet) ITO vendors face both strategic… Read More »
Much has been written on the risks and rewards of outsourcing deals, including the array of reasons that large outsourcing deals fail. Ranging from cultural differences and communication problems to poor governance (e.g., vendor and contract management) and setting unrealistic… Read More »
Imagine this: Suddenly 2012 has arrived. You’re happy because you’ve successfully completed all your projects for 2011. But you’ve got no deals in the pipeline. Scary scenario, right? It’s also a very likely scenario, and it happens to far too… Read More »
I like to imagine an IT vendor selling the first screwdriver. “It can also replace the hammer, if you use the head of the screwdriver to hit the head of a nail. You also won’t need a knife for butter… Read More »
Over the years, the US has been Latin America’s primary outside investor and leading trading partner, followed by Western Europe. Latin America’s leading imports in past years have included cars, chemicals, electrical equipment, farm machinery, and pharmaceuticals, while its leading… Read More »
In a recent Forrester survey, senior IT professionals ranked “security concerns about giving work to a third party” as their greatest concern about moving into managed services relationships. Surprised? Although conventional wisdom says that giving vendors end-to-end accountability for a… Read More »
What Latin American countries made a good showing on the World Economic Forum (WEFs) Global Competitiveness Index (GCI), and which ones have a lot of work to do? Defining competitiveness as “the set of institutions, policies, and factors that determine… Read More »
Over the past couple of years there has been an uptick and rebound in buyers’ interest in the use and expansion of shared services operations to support various back-office functions and processes in areas such as IT, Finance & Accounting… Read More »
OK, that wasn’t QUITE the bottom line in a recent Sourcing Interest Group/ Vantage Partners’ Webinar “Dealing with the Problem Deal.” But experts did say that the knee-jerk reaction — firing the outsourcer – often doesn’t work. Neither does more… Read More »
Your CFO walks into your office 18 months after you signed your first outsourcing contract and asks, “What happened to the savings you promised?” To prepare for this question, hopefully you have created and properly staffed a Vendor Management Office… Read More »
As the potential options for Nearshore delivery to the US continue to increase, Ovum notes with interest the slow but steady emergence of Honduras as a viable location for BPO delivery. Although arguably not a country on the shortlist of… Read More »