Outsource Issue 23 - (Page 9)

this month Infosec, call centre tech, labour arbItrage, head-to-head in this issue FEATURES 28 More Than Just A Headcount 2011 sees the UK take its first census in ten years – with a host of providers collaborating to make it happen. We go behind the scenes. CoVER SToRIES 16 IT Security For organisations worldwide, information security really is a matter of life and death – and when a third-party provider enters the mix the complexity of risk increases dramatically. Our special report looks at how outsourcing is coping with an existential nightmare... 32 Call Centre Technology 35 32 Social Issues Does “social” equate to more or fewer opportunities for outsourcers? Martin Schneider reports. Call Centre Technology Regular Outsource columnist Tom Topolinski looks at the new wave of tech innovation driving the contact centre space into the future. 36 38 62 Document Management A rapidly developing space gets the Outsource treatment – we look at how and why document management outsourcing is hotter than ever. Cutting Through the Noise Understanding Value Nearly 60% of companies don’t know the value of their own outsourcing arrangements, says Ian Macgregor – so what does this cost? 38 74 Cutting Through The Noise Clarity of language can be at a premium in the IT sourcing space – so how can you cut through providers’ code? Provider Perspective We get thoughts on the importance of innovation in outsourcing from the vendor community... 42 82 All In The Genes? We look at the DNA of the relationship between vendor and end-user... Head-to-Head In the second of our exciting two-way interviews, we go advisory: TPI’s Duncan Aitchison and Rick Simmonds of Alsbridge look at recent and future trends in global outsourcing. 45 It’s Time For Contact Centres To Get Socially Responsible says Marilyn Tyfting – and this is why, and how... 94 48 Labour Arbitrage Is one of the key drivers behind the entire sourcing space starting to lose its importance? Louise Beaumont investigates... Right From The Start The NOA’s Chris Halward continues his series on the Association’s Life Cycle model, looking this issue at Relationship Engagement. 102 45 HfS: New outsource Partner Exclusive content from one of the most exciting new players in outsourcing: we hear from Phil Fersht and Euan Davis. It’s Time for Contact Centres to Get Socially Responsible 50 All In The Game New Outsource columnist Kate Vitasek of the University of Tennessee explains the concept of Vested Outsourcing – and what we can learn from game theory... Consendre mod eugait alit luptatiget access to the digitalfaciduntof this and el eraestrud exerat ad onulla cor ing eumsandre ex elit To ensure you sisisisit augait num iusti version ipsumsan future issues please apply for a free atetue tet ulla feu feum niamconEm subscription at www.outsourcemagazine.co.uk/free quissi.Volobore m iurero dolobore. ea commodiam ad tem dolortio Utat lum quisim et, www.outsourcemagazine.co.uk ● ● 9 http://www.outsourcemagazine.co.uk/free 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