What is the future for Offshore Contact Centres?

  • Published on: 3 November 2014
  • By: Denzil Brisland

 

Every week I see a new article discussing where the next big outsourcing hub will be based, usually written by local newspapers, magazines or websites in that region. With all the noise, it got me thinking: is the Indian contact centre industry dying, where will the contact centres of the future be located and what is pushing the industry there?

History of offshore contact centres

What’s in a relationship?

  • Published on: 10 October 2014
  • By: Senior Consultant

As we all know, life runs a lot more smoothly when you are able to maintain healthy relationships. Whether it’s knowing that your trusted electrician will go the extra mile when working for your relatives, or sharing knowledge between departments to support each other with common targets – getting along makes us more productive.

Enhanced staff augmentation – a valuable tool in strategic sourcing?

  • Published on: 23 September 2014
  • By: Senior Consultant

According to recent research, 50% of current outsourcing deals are up for grabs (Source: HfS Research 2014, conducted in conjunction with KPMG). If nothing else this suggests that clients are looking at new ways of delivering IT and business services. In my first blog I am looking at one of the oldest ways of sourcing, which is morphing and becoming relevant again today.

I am seeing a number of clients looking seriously at, with some acting on, a move from full outsourcing to an enhanced staff augmentation model; particularly in the area of application development and support.

Angela Wyatt is speaking at the Outsourcing in Financial Services Summit

  • Published on: 11 September 2014
  • By: Senior Consultant

Quantum Plus is pleased to announce that Angela Wyatt, Managing Director, is speaking at Infoline’s 6th Annual Summit on 29th October 2014 - Outsourcing in Financial Services.

Outsourcing in Financial Services

The event is the only outsourcing conference designed specifically for Financial Services organisations, meaning that attendees can benefit from hearing from the cream of the financial services outsourcing advisory sector, all in one place and on one day!

Delegates will gain insight from other industry experts such as:

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