Commentary: Guidance for Outsourcing Professionals
“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… 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… 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… 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… 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… 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,… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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,… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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%,… 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… 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… 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… 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.… 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… 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… 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… 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.… 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… 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… 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… 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… 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… 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,… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… Read More »
Agile methodologies are the latest in software development, but what advantages and disadvantages do they present for both clients and vendors?
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… 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… 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… 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,… 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… 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… 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… 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… 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… 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… 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… 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… 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.… 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… 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… 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… 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… 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,… 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… 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… 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.… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… Read More »
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… 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… 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… 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… 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… 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… 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… 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… 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”,… 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… 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… 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… 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… 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… 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,… 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… 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… 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… 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.… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… Read More »
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.… Read More »
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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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… 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.,… 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… 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… 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,… 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… 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… 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… 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… 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… Read More »
Service-level credits and incentive models are important tools to help outsourcing clients increase business alignment and enforce service-level achievement. When executed effectively these tools drive the behavior of service providers and allow all… Read More »
Our friends at outsourcing consultancy TPI has recently been predicting strong outsourcing demand from the retail sector. Nearshore Americas’ Bob Scheier recently asked TPI Partner and Managing Director Harvey Gluckman what’s sparking the… Read More »
The potential benefits of cloud have been loudly touted by both pundits and providers, and much of the discussion has centered around the inherent challenges and risks associated with issues such as security… Read More »
With so much focus on service delivery locations within Latin America, it can be easy to overlook what is happening on the buy side for services. Outsourcing by domestic Latin American companies reached… Read More »
The world has learned some hard lessons in the aftermath of devastating events such as the earthquake/tsunami in Japan, but what has the contact center industry taken away from such cataclysms? The devastation… Read More »
When attending the last annual Summit of the European Outsourcing Association (EOA) in Madrid a few weeks ago, I was impressed by the presence of service providers headquartered in South America, particularly from… Read More »
By Jeff Pappas Even if you’re a world traveler with a bazillion frequent-flier miles, chances are that you’ll be fascinated by your first glimpses of Belize, the little English-speaking country on the Caribbean coast… Read More »
By Joerg Stimmer The main drivers for Nearshore services delivery are well known from many sources. More experienced, outsourcing customers expect their service providers to deliver more value, e.g. increased transparency and flexibility… Read More »
With English already mastered, how far can this curiously attractive nation go on the Latin America call center map? (Part one of two part series) By Jeff Pappas How many times have you… Read More »
Brazil has strongly encouraged the establishment of technology parks and business incubators, the latter mostly focused on small high-tech companies. There are currently 74 tech park initiatives all over the country, and 25… Read More »
The rules for doing business will continue to change because technology is changing faster and faster every day. The cycle of technological innovation will not wait or stop for anyone. This cycle revolves… Read More »
En los últimos 10 años, Guatemala ha dado pasos trascendentales hacia la Industria del Outsourcing con miras a ser uno de los oferentes nearshore más competitivos y atractivos de la región. Esto se… Read More »
Latin America has become a protagonist in the new world scenario. The economics of the region and its undeniable potential, among other factors, make it quite attractive for investment and business. Latin American… Read More »
“Imagine that your beautifully crafted strategy failed when the divisions within your organization clashed. Logically, it seems that strategy should drive behavior—but, in reality, it’s your culture (underlying norms, values, belief systems) that… Read More »
Continuous cost pressure and the never-ending request for a higher transparency of IT services still lead companies to build corporate shared service centers (SSCs) with the aim of harmonizing and streamlining certain business… Read More »
Market pundits, analysts and outsourcing service providers tend to get more caught up than buyer organizations in the nomenclature and nuances of different global sourcing models. They enjoy debating the merits of onshore… Read More »
The Solace Group No one talks much about sourcing Panama, but the country aspires to be a global provider. Government and business leaders have a dream of transforming Panama into a services “hub of… Read More »
Isn’t it funny how Americans always assume that we can still get something for nothing? Have we learned nothing from the Dot Com fiascos and the corporate meltdowns of the past decade? Surely… Read More »
In spite of the fact that IT sourcing to the Nearshore is on the rise, only large corporations seem to have benefitted significantly from it, whereas small and medium sized enterprises (SMEs) often… Read More »
I recently came across an article with the interesting title, “Employee Loyalty is Dead. Good Riddance.” It made me wonder, if customer loyalty is so important to business success, why is employee loyalty… Read More »
Consider this scenario: A U.S.-based Fortune 500 firm and its India-based service provider partner to run a global ADM operation under a managed services model. Analyses conducted a year or so into the… Read More »
Alsbridge While offshore centers have been around for decades, high performing offshore centers seem to be a rare commodity. The following are 7 secrets to operating a high performing captive offshore center: 1) Strong… Read More »
How much does cloud computing really affect the outsourcing industry? EquaTerra recently released the results of its Global Pulse survey – a quarterly poll we conduct on trends in the global business and… Read More »
There is something unique about outsourcing as a service. I am talking about the level of explicit trust that a client places in the provider by delegating fulfillment of a part of its… Read More »
Sure, money’s a factor in any business decision, especially those concerning labor costs. But it shouldn’t be the only factor in the decision to use Nearshore resources. Saving money is always a good… Read More »
Hiring resources is an enormous investment of time, money and resources. Throw in a foreign country where you don’t know the language or cultural nuances and it is easy to get overwhelmed. While… Read More »
While the digital revolution has given birth to exciting new forms of media that help brands reach their desired audiences, it has also exposed just how much some traditional U.S. ad agencies have… Read More »
Successful businesses are excellent at client retention – that should come as no surprise. Learn the Do’s and Don’ts here. Why is client retention important? Firstly, long-term customers provide steady, predictable cash flows… Read More »
When I first became CIO of a large multinational company I was visited by a senior vice president. He told me that if I was smart, 12 months from now I would have… Read More »
I read George Tillmann’s article, “Wait A Minute: If Outsourcing Is So Painful, Why Do It At All?” with great interest. The article suggested that when firms are able to successfully reengineer their… Read More »
Why would any company decide to outsource when there are plenty of examples of relationships that have gone badly? As George Tillman recently wrote in Nearshore Americas – Why do it at all?… Read More »
Special Guest Post: By Atul Vashistha, Chairmain and CEO, Neo Advisory “Colombia is Passion” is the brand the Colombian government at the helm at pro-export chose to brand the nation. What one soon… Read More »
There’s a good reason why communication is at the top of every “must do” list; it’s the most important aspect of your nearshore partner relationship. How long has it been since you’ve heard… Read More »
Innovation is a coveted magic ingredient which is known, ostensibly, to launch companies into the stratosphere of exceptional performance, leaving the competition in a cloud of dust, coughing blood and struggling to catch… Read More »
Despite the hype of social media there is still a lot of skepticism about its effectiveness as a lead generation tool for businesses that rely on other businesses for revenue. This is no… Read More »
By Steve Semerdjian While outsourcing has become commonplace in today’s business environment, the contracting process will, rightfully so, continue to challenge even the most senior outsourcing veterans. For instances, as an outsourcing customer,… Read More »
By Steve RudderhamNearshoring is gaining more interest and higher levels of global respectability among companies looking for long-term sustainable benefits, as they strive to remain competitive in an increasingly crowded global business environment.Offshoring… Read More »
Argentina recently celebrated an important milestone: The 200th Anniversary of the “May revolution” which set in motion the country’s first patriotic government, which preceded full independence by 1816. If you think about how… Read More »
In a recent conversation with a Central America-based contact center manager, it was insightful to learn just how much is involved with ramping up agents to meet real-life language expectations. “The real cost… Read More »
Nine out of ten business cases that cross my desk contain material errors, which often lead to incorrect recommendations worth tens of millions of dollars. If you ever wondered why two thirds of… Read More »
It’s never easy to figure out exactly what decision makers in contact center site selections might be thinking or what issues they deem most critical. This is especially true in today’s ever-changing economic… Read More »
Imagine the horror that Comcast, the largest cable provider in the U.S., experienced when its feed for a Stanley Cup Hockey game was suddenly cut mid-game – and millions of hockey fans were… Read More »
After the US economic crisis, Argentina was one of the countries that was supposed to be located in the “safe zone”. This was partially true because, even though unemployment was not widespread, the… Read More »
If you are looking to outsource or change processes in a multisite organization, you will face a typical organizational design challenge: how do I structure and locate teams to maximize their collective performance.… Read More »
Performing due diligence for a merger or acquisition of a BPO or contact center company is an extremely time consuming activity usually with limited resources and time. In the pre-merger due diligence, the… Read More »
By Ilya Bogorad Few subjects are as controversial in the business world as outsourcing, be it offshore or nearshore. If you invite a group of executives, managers and professionals to discuss… Read More »
The global services outsourcing industry may have a lot of things going for it, but in most cases the industry as a whole is not winning any awards for transparency. It is the… Read More »
As Latin America emerges as a significant player on the worldwide outsourcing stage, questions are coming up around how well Latam sourcing providers are marketing themselves. With US buyers looking for knowledge and… Read More »
By Kirk Laughlin, NSAM Editorial Director I always enjoy reading the various recommendations that come out from industry experts about best practices in outsourcing. Some of the advice is intended to be truly… Read More »