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Contact Centres: All Change – Professional Outsourcing | In The News
In this contact center special report, Katrina Menzigian, Vice President at Everest Group, talks about verticalization and social media, mobility, analytics, and cloud (SMAC) in contact center outsourcing. Read more.
Click on the image to enlarge Market maturation is changing the FAO landscape Click on the image to enlarge 6 ways FAO’s changing value proposition is impacting contracting structure Click on the image to enlarge By the Numbers: Robotic Process […]
Total Contract Value of IT Outsourcing in Banking Plunges 43 Percent in 2014 | Press Release
Number of large application outsourcing contracts also plummets as buyers experiment with digital technologies through smaller AO transactions DALLAS, JULY 6, 2015 — IT outsourcing (ITO) in the banking, financial services and insurance (BFSI) industry witnessed a decline of 5 […]
IT Outsourcing in Banking – Annual Report 2015: Riding The Digital Wave | Market Insights™
Banks’ emerging priorities have implications for IT service providers The number of large AO contracts plummets as buyers experiment with digital technologies through smaller AO transactions No easy choices among banks’ key initiatives Visit the report page
Adding Value in Contact Center Outsourcing | Market Insights™
Inclusion of value-added services is on the rise in Contact Center Outsourcing across both new and renewal contracts, though renewing buyers are more confident in adding services Visit the report page
Contact Center Outsourcing Contract TCV is Both Shrinking and Growing | Market Insights™
Contact Center Outsourcing contract TCV is both shrinking and growing Visit the report page
Signs of Anti-incumbency in Contact Center Outsourcing | Market Insights™
Signs of Anti-incumbency in Contact Center Outsourcing: 2014 saw a much higher number of terminations while renewals and new contracts continued to grow at a steady rate Visit the report page
Why Is Contact Center Outsourcing Moving Onshore? | Market Insights™
3 indicators of the increasing preference for onshoring in contact center outsourcing Visit the report page
Signs of emerging anti-incumbency in Contact Center Outsourcing Contact Center Outsourcing contract TCV is both shrinking and growing Contrary to popular belief, the email channel in Contact Center Outsourcing is not dead Adding value in Contact Center Outsourcing 3 indicators […]
“After more than a decade of achieving value through the offshore labour arbitrage model, one would think that mature organisations that have built GICs or captives, or organisations with extensive use of third-party outsourcing providers, would be at peace with […]