New Mantra To Increase Marketing ROI

By Deepali Sathe “Customer Engagement” is known to be one of the more successful methods in attaining the elusive “brand loyalty”. Organisations are increasingly looking to leverage the social media as a medium to achi...

Let The Knowledge War Rage On!

By Bobby Varanasi Do we really understand what knowledge we are collectively trying to create? We live in an era where crowd contributions – large number of “connected” people around the planet endeavouring to share what...

Crowdsourcing dispute resolution: Convenient but non-binding

By Srishti Aishwarya Shrivastava Crowdsourcing dispute resolution mechanism has been derived from the online dispute resolution system that uses internet as the forum for solving dispute. In crowdsourcing...

Leadership in globally competitive world

By Dr. Arlyne Diamond Leadership is an awesome responsibility. Few possess the qualities needed to lead others. Some argue these qualities are inborn and can’t be learned, while others believe the traits can be acq...

ININ: Staying ahead by standing apart

The global market for customer contact services has evolved to include a new range of communication devices that blurs the line between business and social spheres. Forrester’s 2011 Customer Experience Predictions shared that mobile and tablet d...

Communication Management in Outsourcing

By CK Mah The human factor is often recognised as the most delicate and unpredictable element in project management. Therefore effective communication to foster a close partnership between the management team and affected IT s...

Changing face of CSR in sourcing space

By Pumela Salela Socially responsible Sourcing is a movement that encourages buyers to hire firms that meet any two of the following three criteria: Located in a poor or very poor region in a developing country or an e...

Relationship management for service providers

By Danny Ertel and Sara Enlow Governance processes, performance monitoring, and the ability to implement governance In the last issue of Outsourcingmagazine, Danny Ertel & Sara Enlowdiscussed two fundamental aspects of...

Converting ‘angry customer’ to ‘lifelong customer’ in 3 steps

By Deepak Bharathan Shared services – especially in the long established arena of call centre operations – have been a boon to companies across the world to connect with internal and external customers. But as most large c...

Is M&A a new Rap Artist?

By Jerry E Durant For many the thought of a merger or acquisition (M&A) is the farthest thing from the minds. Our hardened focus on staying alive and weathering the current economic realities are first and foremost. Yet ev...

Search and Rescue: Global sourcing industry’s elusive search for growth in developing nations

By Bobby Varanasi, COP For nearly five decades emerging economies have been pursuing various forms of industrialisation, with more failed initiatives than successes. Enlisting a few entrepreneurs governed closely by national g...

Analysis: Could You Be Outsourcing Too Much IT Work?

This is quite an interesting take on loss of control primarily. Bob Kriss is viewing the entire gamut of outsourcing from a point of view of corporate risks, appreciably so but quite limiting by the manner of his treatment of the subject...

Leadership in the 21st century: What makes it different?

By ArLyne Diamond I recently spoke to about 120 college students – the leaders of tomorrow. My topic was “Leadership in the 21st Century”. I tried to give them a sense of how times have changed and wh...

Manufacturing jobs back to USA?

It isn’t just about labour arbitrage that either brings back or hold on to domestic jobs – it is often down to sound business decisions. These may involve the need for tight intellectual control, close climate necessary for constructive i...

How embedded rivalry in organizations can spur creativity

By: Aditya Bhalla For embedded rivalry to spur creativity there are some critical success factors that have to be put in place. One need to define what innovation means to the organization. The curren...