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Global Perspective

Extinction of Call Centre Jobs

By Martin Conboy Earlier I wrote a story about Robot Process Automation (published in the last issue of this magazine), that is, the next wave of innovation and how it will dramatically change the way business and BPO service ...

Big Data … Big Opportunities

By Jerry E Durant By every definition “Big Data” represents the collection of both structured and unstructured datasets that are so large that they cannot easily be utilised. From this fuzzy description I found that it was...

Maturity Mayhem & its Unintended Consequences

By Bobby Varanasi The headline here invokes some questions indeed – principally that of how maturity causes mayhem when it is generally accepted that maturity reflects wisdom and peace, not chaos. In most human interactions ...

Data, Data, Everywhere …Not A Drop Of Insight

By Arun Jethmalani These days it appears next to impossible to ignore big data and analytics. Big data is the next big thing, and analytics will provide answers to all our problems. When we’re stumped, big data will tell us...

I Am Robot

Will Robotic Process Automation revolutionise the BPO industry? By Martin Conboy The next big thing predicted for the BPO industry in 2014 is Robotic Process Automation or RPA. Robotic Process Automation is the next wave o...

Building Resilient ICT Ecosystems

By Bobby Varanasi Developing and emerging nations globally are struggling to contend with the fast-paced changes technology and communication channels have wrought upon us. Coupled with significant demographic shifts within na...

VADS: Driving Continuous Improvement Through Lean Six Sigma

Lean Six Sigma is a synergised concept of Lean and Six Sigma that results in the elimination of waste (classified as Defects, Overproduction, Transportation, Waiting, Inventory, Motion and Overprocessing) and long-term defect level below 3.4 defec...

Russian Hackers May Have Your Email Passwords

A Russian crime ring has amassed the largest known collection of stolen Internet credentials, including 1.2 billion user name and password combinations and more than 500 million email addresses, security researchers say. The records, discovere...

Business Simplified: Removing Financial Process Complexity

As a global market leader in the realm of Accounts Payable (AP) and Document Process Automation,  ReadSoft specialises in automating all paper and request-driven processes for medium to large enterprises and Shared Service Centres (SSCs). Rea...

Why Chief Digital Officers Should Imagine Talent Without Borders

At the core of today’s digital landscape are 2.5 billion internet users, 1.9 billion active social network users, and 6.5 billion mobile phone users. With existing digital channels growing in popularity and new channels emerging constantly, buil...

Cloud: How To Do It The Right Way

By Deepak Bharathan Cloud. That’s the answer. If you are a leader in the technology area of your company, you have heard this many times. Suppliers, service providers and analysts have all pitched for the Cloud. Lower costs,...

Leadership Extraordinaire

When we distinguish between leading and managing, we often say leaders can manage and managers should also learn how to lead. But what do we really mean by those words? What is great leadership? By Dr ArLyne Diamond In my ...

New UK Deals Up 65% Year-On-Year To US$3.5b

The arvato Quarterly Outsourcing Index showed the increase was driven by public sector contracts, which made up £1.5 billion (US$2.5b) of spend in the period – a 168% year-on-year increase. However, the value of private sector deals dropped...

Score+ Hits Bull’s Eye!

The rapid growth of the outsourcing industry in Malaysia brings new challenges to companies and professionals alike. Whilst some have been able to perform well and even excel in their operations, many struggle with various issues normally associat...

New BPO Payment Models

By Martin Conboy Everybody talks about and wants strategic outsourcing relationships that add value to the client organisation as well as to the provider. It’s strange then that the most common pricing model for BPO contract...

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