BPO

By Gary Schwartz, CEO at Impact Mobile Inc. USA - Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centres) to more cost-efficient partners and markets to reduce spend. When...

In our first guide to digital transformation published on Information Age we answered some of the most pressing questions ahead of CTO's in finance. Transformation initiatives do seem like the gateway to achieving business goals, but it does imply much...

We have interviewed Justin Custer, Founder and CEO of ChatLingual, on the critical role language plays in customer experience (CX). ChatLingual empowers enterprises around the world to communicate with their customers in their native language across any...

By Richard Jeffery, co-founder of AOMi, UK - In recent years, more and more businesses have turned to partner organisations to provide cost-effective ways to manage key processes such as customer service, technical support, IT services and even sales, marketing...

Lohnabrechnung bedeutet heute sehr viel mehr als nur die korrekte und fristgerechte Bezahlung von Mitarbeitern. Administration, Handling und Kontrolle von Payroll-Daten müssen vielmehr effizient und effektiv gestaltet werden. Gleichzeitig gilt es, die Sicherheit von Gehaltsdaten in einer immer komplexer...

Our partner publication the Outsourcing&More Magazin from Poland interviewed Krzysztof Stanczykiewicz, Business Unit Manager w HRK S.A. Poland continues to strengthen itself as one of the most frequently chosen location for shared services centers dedicated to business. Processes supported in our...

Designing the right combination of automation and human service. Assist Digital Europe's Head of AI, Marco Palmonari, shared with the Outsourcing and Shared Services Germany Forum in Berlin how automation can provide a high-quality service when it is used...

We are living in a customers' world where concepts like customer experience or satisfaction are more and more popular. This means that competitive advantages acquired through brand, delivered services, innovation or price are all now common things. A new trend is nowadays hero meant to drive customers delight by analyzing, connecting and building strong relationships with the existing clients' base. In other words, managing the relationship with those who have chosen your services is the goal of our times.
Worldwide companies have easily understood and embraced the customers' centric orientation, since it effectively drives improvement in the financial results.

But how does this attitude influence the company's results? What are the measurable results?
• Increased loyalty, therefore retention of the existing base;
• A high Net Promoting Score (NPS) that generates new customers;
• Easiness in gaining new territories and valuable customers.

Mr. Anderson as Managing Director of Trestle Group in Switzerland you have had the chance to work on some complex IT and business process outsourcing projects involving transformations of organizations and nearshore and offshore sourcing models. With your experiences in...