Outsource Issue 23 - (Page 1)

HEAD-TO-HEAD Duncan Aitchison and Rick Simmonds CALL CENTRE TECH Tom Topolinski looks into the future, and likes what he sees... PROVIDER PERSPECTIVE Innovation in outsourcing: who’s responsible anyway? Issue 23 Spring 2011 www.outsourcemagazine.co.uk In association with Ghosts in your machines Why infosec matters more than ever NEW PARTNER HfS Research and Outsource connect: exclusive content from Phil Fersht’s team inside... DIGI VISION We check out the booming document management outsourcing space WHERE NOW? Is the age of labour arbitrage coming to an end – and, if so, what happens next? http://www.outsourcemagazine.co.uk http://www.noa.co.uk

Table of Contents for the Digital Edition of Outsource Issue 23

Outsource Issue 23
Contents
News & Comment
IT Security
Ian Collard
More Than Just A Headcount
Call Centre Technology
Social Issues
Understanding Value
Cutting Through The Noise
All In The Genes?
It’s Time For Contact Centres To Get Socially Responsible
Right From The Start
All In The Game
Relationship Management Centres
NOA Roundup
Document Management
Digital Vision
Review Ructions
Provider Perspective
A New Reckoning?
Head-to-Head
The Music of Outsourcing
Accelerating Innovation
Labour Arbitrage
Top Ten Tips
The Legal View
HfS: New outsource Partner
Online Round-Up
Sourcebites
Inside Source
The Last Word

Outsource Issue 23