Outsource Issue 23 - (Page 107)

online round-up / letters sourcebites / inside source the last word the back end Online Round-Up You’re probably aware of the superb line-up of columnists writing regularly for www.outsourcemagazine.co.uk – but we also publish articles by one-off contributors, and you may well have missed some… Here’s a round-up of some of the best content online this quarter. It’s Time for Contact Centres to get Socially Responsible by Marilyn Tyfting, VP Human Resources, TELUS International In today’s competitive environment and uncertain economic climate, running a modern outsourcing contact centre has to go beyond the traditional “cost-effective” model. If you are going to succeed and keep winning new customers, you have to offer exceptional service to your client’s customers and move beyond what has previously been expected and accepted. http://bit.ly/OMOnlineMar1 at least with traditional IT outsourcing, the customer can negotiate a balanced, even a customer-friendly contract. Cloud customers usually have little option but to accept standard T&Cs. It is a utility model, where multiple users each buy a slice of the same pre-existing service. Providers tend to have the “take it or leave it” mentality of a gas or electricity company, with little appetite for negotiating, even with large customers. http://bit.ly/OMOnlineMar2 Delivering Back-Office Savings in the UK Public Sector by Colin Grace, Director, Praktis Public sector organisations are being challenged by the coalition government “to cut senior officials’ pay and share back-office functions with other authorities rather than cutting frontline services in the wake of government-ordered spending cuts” (Eric Pickles). How realistic is the prospect Today’s UK Retail IT Outsourcing Outlook by Alan Morris, MD, Retail Assist A recent study by the Everest Group revealed that outsourcing in the UK’s IT sector could increase by 600% over the next ten years. The report highlighted that the UK had the largest and “most evolved” outsourcing market in Europe and that the market grew by 36% between 2004 and 2009. Supporting reports from the likes of EquaTerra have suggested that the uncertain economic climate has increased the demand for outsourcing in the UK. With this in mind, I’d like to explore the reasons why a retailer might choose to outsource their IT provision, and the considerations that must be part of this process. http://bit.ly/OMOnlineMar3 Cloud Computing: What Are You Signing Up To? by Stephen Critchley, Teacher Stern The benefits of cloud services are often cited. They’re low-cost. They’re scalable. They’re permanently state-of-the-art. However, Consendre mod eugait alit luptati sisisisit augait num iusti facidunt ipsumsan el eraestrud exerat ad onulla cor ing eumsandre ex elit Global IT spend increased by 2.5% in 2010; spend as a percentage of revenue climbed only 0.1%. (Source: Gartner) atetue tet ulla feu feum niamconEm ea commodiam ad tem dolortio Utat lum quisim et, quissi.Volobore m iurero dolobore. www.outsourcemagazine.co.uk ●● ●●● 107 http://www.outsourcemagazine.co.uk http://www.bit.ly/OMOnlineMar2 http://www.bit.ly/OMOnlineMar1 http://www.bit.ly/OMOnlineMar3 http://www.outsourcemagazine.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