BPO (Business Process Outsourcing) White Papers

Stay up to date with the latest BPO (Business Process Outsourcing) white papers from the global finance director industry

Latest White Papers

GBS makeover: moving the back office to the front Leaders of global business services (GBS) met for the 2014 FDE Amsterdam round table, produced in association with Genpact. The discussion centred on how GBS implementations can...

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Target Operating Model The Q3 2013 Finance Director Europe (FDE) roundtable, held in Frankfurt at the Hilton airport hotel, provided insight as to the type of operating models companies in the DACH regions...

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The Road to Value This exclusive FDE report examines how multinational companies are transforming their support functions to drive...

BPO/SSC: The Sector Speaks This publication is the result of a joint research project conducted by Jones Lang LaSalle and Skanska, who, when collecting materials, have co-operated with the Association of Business...

Onshore, Nearshore, Offshore: Unsure? Poland is the leading outsourcing destination in Europe. It is recognised by the Everest Group as one of the world's five most mature outsourcing locations and by the Hackett Group as one of...

The Evolving Office Market in Poland The modern office market in Poland is dominated by nine major office locations: Warsaw, Kraków, Wrocław, Tri-City, Katowice, Poznań and Łódź, followed by Lublin and...

Business Sector Services in Poland - Looking Ahead The recent boom in the demand for business sector services, combined with the growing stream of investments in this field in central and eastern Europe, has made Poland the unchallenged leader...

Key Sectors for Investment in Greater Birmingham and Solihull New research has identified and categorised the sectors of strength and value to the Greater Birmingham and Solihull...

Getting Ahead of the Competition: Maximising SEPA Business Benefits Through OTC Transformation The introduction of a single European payments area (SEPA) is the most important initiative implemented within the payments landscape since the introduction of the euro in 2002....

Fast growth SMEs in Birmingham, the Black Country and Solihull At a national level, high growth firms make a disproportionate contribution to job creation. Despite current economic challenges, across Birmingham, the Black Country and Solihull, a number...

Sitel Receivables Management (SRM): A New, More Effective Collections Strategy Most businesses still handle collections the way they did 20 years ago - they keep their customer care and past-due collections functions...

Social Media Customer Engagement: Strategic Planning Considerations for Contact Centre Organisations Social media is rapidly emerging as the next big frontier for customer engagement and interactions. There are millions of customer interactions taking place everyday on social media sites such...

My Way, Right Away, Why Pay? Two significant trends are unfolding as we write. Service is being unbundled and bought as an adjunct to the purchased product. The second trend is the personalization of both the product and...

Collection Services: How Has the Crisis Changed the Role of Contact Centres? Business relations have changed in the past four years, such that presently payment practices tend to be more lax around the world. Even markets where payment periods have traditionally been...

Connecting Globally, Serving Locally This exclusive FDE report examines how multinational companies are achieving strategic and operational success in high-growth markets such as South-East Asia, central and Eastern Europe, South...

Taking the At-Home Agent Model to the Next Level In order for Sitel to produce a best-in-class work-at-home agent model, it combined its years of experience with reliable industry research. The resulting knowledge pointed to seven...

Sales Chat Solutions: A Delivery Model for Incremental Online Conversion Sitel sales chat, leveraging the LivePerson platform, is an intelligent engagement solution developed to maximise online sales and revenue opportunities by proactively targeting the right...

Sitel Intelligent Web Engagement: A Social Engagement Model for Incremental Return on Customer Investment From chatting to intelligent social engagement, the cyber customer is a sophisticated and informed buyer, influencer and potential advocate for your brand. The service and support challenge is...

Social Media Customer Engagement Social media is rapidly emerging as the next big frontier for customer engagement and interactions. There are millions of customer interactions taking place everyday on social media sites such...

Top Seven Tips for Successful Benchmarking Proservartner's white paper 'Top Seven Tips for Successful Benchmarking' includes information on building relationships with stakeholders, picking the right benchmarking partners, and...

Top Seven Tips in Managing Transitions There are numerous examples, where setting up a shared service centre (SSC) or business process outsourcing (BPO) has not succeeded in winning over the business, or has failed in being set up...

Proservartner Transition Tool Kit Imagine you were cooking a birthday cake for the first time, would you try to do so without a list of ingredients and instructions, or would you ensure that you had a step-by-step guide as to...

Proservartner Thinking: How Do We Globalise Our Payroll Function? We live in an age of globalisations with organisations increasingly reviewing their global options for shared services and outsourcing....

Repositioning Outsourcing the Sustainable Way Increasingly, companies are recognising a shift in demand for a comprehensive strategy to provide an integrated philosophy, and are organising their business models around core components...

Realising the Pentaho Agile BI Opportunity: BI for the Masses and Customer Success Making business intelligence and related technologies available to the largest possible number of users - known as BI for the masses - historically fell prey to the complexities of the...

Pentaho: Open Source Business Intelligence Pentaho brings power to the user by introducing an agile approach that makes it faster, simpler and more cost effective to create reports, dashboards and...

Lowering the Cost of Business Intelligence With Open Source When looking at the total cost of ownership (TCO) of BI tools, it is known that labor trumps all other factors when a full project is considered from start to finish....

Business Intelligence at the Crossroads: The Need for Lean, Agile and Effective End-User Solutions The history of the capabilities defined under the rubrics of business intelligence, business analytics, and data warehousing is marked by extraordinary promise, and, unfortunately,...

Driving an Effective End-to-End Process Improvement Strategy — Special FDE Supplement Driving an Effective End-to-End Process Improvement...

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