categories
HOT TOPICS
- The Accelerator Conundrum
- The Startup Velocity Question
- Platform as a Service
- Man and Superman
- Web 3.0 = (4C + P + VS)
- The Future: End of Capitalism
- Capitalism 2.0
value-added services
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 8)
By guest author Tony Scott Tony: We talked a little bit about [alignment of capabilities] in terms of being able to provide more total customer care, total customer cost of ownership, if you will. As you’ve done that, have you found gaps in the cultural approaches that your middle managers and senior managers take that
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 4)
By guest author Tony Scott Tony: What do you think is driving your clients to use outsourcing overall, and why do you think they are choosing you over other BPO and inbound call center providers? Andrew: I think the value proposition for outsourcing is essentially that it is better, faster, and cheaper. If you talked
Outsourcing: Dr. Shami Khorana of HCL America (Part 3)
By guest author Tony Scott Tony: Companies have to figure out what their own core competencies are. If you look at the history of artisans, they made everything themselves. Then came industrialization with vertical integration, with ultimate example being Ford’s River Rouge plant. When it was finished, it was the largest integrated industrial plant in
Outsourcing: Dr. Shami Khorana of HCL America (Part 2)
By guest author Tony Scott Tony: What do you think are going to be the big changes? Obviously, the pure labor arbitrage model is not going to go away entirely; it is going to continue to move to whatever locale is the lowest cost. The fact is that the “flattening” of the world means I
Outsourcing: Tata Communications Interview (Part 3)
By guest author Tony Scott Labor Arbitrage or Value-Added Services? Tony: So if you look at these businesses overall, what percentage today is value-added services vs. labor arbitrage compared to five years ago, and what do you expect it to be five years from now? David: I think, taking TCTS as example, the first thing
