BPO
Panasonic’s European customer service team was established in 2006 in Cardiff, where we house a European repair center, field support team and multi-language call center to cater for B2B customers and to achieve customer satisfaction. Read more “Why did Panasonic build its own call center?”
BPO
A new Xerox report, The State of Customer Service 2015, reveals that over half (54%) of customers would pay more money for better customer service from their favorite brands. Read more “Survey showing customers are willing to pay more for good customer service”
BPO
Automation is unquestionably the flavor of the month in business chatter today. Robotic process automation (RPA), and a storm of other smart automation approaches like Artificial Intelligence, are being pitched and perceived as the NEXT BIG THING, akin to the emergence of outsourcing some 30 years ago, and offshoring 15 years ago. Smart automation through RPA or AI promises massive efficiency savings, increased compliance, faster processing, deeper insights and any number of other good things for transaction processing, customer engagement, IT, Finance, HR, Procurement and other business processes.
The more examples that emerge, the more it seems that RPA, AI and other emerging automation technologies will overturn the established order in the services industry. Long-standing and successful ways of working based around labor-intensive shared services and large-scale resource outsourcing may cease to be relevant for many processes. This change could happen within a few years. For example, if an RPA tool can replace and improve fiddly and inefficient manual data checking and processing tasks for a new business team in a matter of months, why will this work still be done by humans in five years? If a contact center can use automated software with artificial intelligence to talk with clients, what parts of the process will customers demand be delivered by humans? As the roster of use cases extends from a handful into dozens and more, initial questions are turning from ‘why automate?’ to ‘why not’?
Projecting this initial promise forward across the economy, there are some pretty startling future scenarios, ranging from a world in which RPA and AI quickly become widespread in organizations of all kinds, to a more extreme robotic takeover in which vast swathes of the workforce are displaced by a tireless, error-free and unregulated electronic workforce. But we are getting ahead of ourselves. Even the near future is far from clear. Most of the chewy questions remain as yet unanswered – what does ‘smart automation’ mean for businesses? How far will it go? Can it be scaled up significantly? What does it mean for established ways of working such as outsourcing and shared services? Who are the key players? What does a good RPA/AI strategy look like? What are the commercial models? What about my current contracts? How will the different technologies interact? Who will make the tea?
Real artificial intelligence may or may not be near. Most importantly, no-one yet knows all of the answers – outsourcing service providers, automation software vendors, consultants and their clients are all looking to make sense of these new trends, and anyone telling you that the future is manifestly clear is lying or deluded or both.
BPO
The rise of robots could lead to unemployment rates greater than 50 per cent, according to Professor Moshe Verdi. Read more ““We are approaching a time when robots will be able to outperform humans at almost any task” says Professor Moshe Verdi”
BPO
BPO
For most of us who don’t seem to follow business success stories, here’s the first short story we probably haven’t heard of. Mark McRae is one of the Sunshine Coast entrepreneurs in Australia. Read more “Outsourcing: a success story you maybe haven’t heard of”
BPO
Business process outsourcing has become a popular trend among companies that are looking to focus on core areas and to take the business to the next level. The commercial broadcaster ITV adopted Business process outsourcing as the company was heavily in need to cut cost as, the broadcaster announced losses of £2.7bn after taking a large-scale write-down.
Sources close to ITV said potential outsourcing deals outside of back-office functions were also being identified. International distribution is thought to be one area under review, although industry sources said this was not top of the agenda and ITV would only take this route if the cost savings were significant. ITV executives have come under increased pressure to deliver further cost savings across the group.
Through Business process outsourcing the broadcaster was able to focus better on the ‘digital home’ ITV to focus its resources on content production, while benefiting from reduced costs, greater efficiencies and more flexibility to deal with future technical and commercial challenges.” The company outsourced its desktop services; help desk and data center management which saved at least 10%.
As part of the outsourcing agreement, ITV staff was transferred to the BPO, and the joint team worked closely together to develop new operational workflows for multiplatform delivery. This included a completely fresh approach to playout, with all of the linear channels and some online and on-demand outputs executed from a single management suite. This gives ITV a very tight integration between its multiple channels and additional online services such as catch-up television. The migration was a complex logistical exercise involving people, processes and technology, while maintaining uninterrupted outputs.
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BPO
For many organizations, the goal of outsourcing IT is to provide the best possible technology to the organization at the lowest possible cost. What constitutes the best possible technology and lowest cost, however, tends to be fluid due to rapidly evolving technologies and market volatility. Here are the views of Peter Hands (PH), a psychologist and careers counsellor confirming you why outsourcing IT make more sense than ever … Read more “Why you should be outsourcing your IT?”
BPO
Apple is building a new App development Centre in Italy where students will be trained how to develop Apps for IPhone and IPad. According to an Apple release, the App center will be built in a partner institution in Naples and will teach a “specialized curriculum preparing thousands future App developers to be part of Apple’s thriving developer community”. Read more “Become a certified IOS app developer in your country…”
BPO
Are you concerned about keeping your social networking activity private on your phone? Don’t worry your wait is over. Facebook is offering Tor support on Android providing an easy way to encrypt your Facebook viewing. All you need is to download the Orbot proxy app to match this stick, after installing Orbot, visit your Facebook “App Settings” menu to enable the feature using a new preference switch. Orbot is a free proxy app that empowers other apps to use the internet more securely. Orbot uses Tor to encrypt your Internet traffic and then hides it by bouncing through a series of computers around the world. Read more “Facebook adds Tor Support on Android”