White Papers & Research for BPO
Risky Business? Evaluating and managing risk in outsourcing
Mike Rebeiro and Radford Goodman of Norton Rose LLP review some of the key risks on outsourcing, and how businesses can address and manage such risks.
Risky_business_-_Evaluating_and_managing_risk_on_outsourcing.pdf
Transforming the customer experience in non-store Retail
With competition for consumer’s wallets seeming to increase daily, combined with the diminishing availability of credit, the high street remains a highly challenging environment in which to do business. To make matters worse, consumer expectations regarding the convergence between store, phone and web channels are at an all time high. Here, Vertex outlines how to address a number of issues which will not only transform the customer experience, but also result in increased operational efficiencies.
Transforming_customer_service_in_Retail.doc
Lift plus Transform - Hackett Enterprise Strategy
The strategic alternatives for business process globalization (BPG) range from “lifting and shifting” to “transforming and shifting.” Across the G&A functions
the former scenario represents a total cost savings value of $116.2 million for a Fortune 500 company, whereas “transform and shift” delivers $182.2 million.
Lift_plus_Transform.pdf
