A Roadmap for the Outsourcing Journey

by Kate Vitasek, Author, educator and architect of the Vested business model | Faculty, Graduate & Executive Education, University of Tennessee

Achieving real and productive collaboration with your outsourcing partners requires hard work and a framework for designing and implementing long-term outsourcing relationships based on innovation and the achievement of mutual goals.

Extensive research by the University of Tennessee resulted in the development of a new, hybrid outcome-based business model researchers coined as “Vested Outsourcing” or Vested for short. The research led to the book Vested Outsourcing: Five Rules That Will Transform Outsourcing, which outlines the need for a new, modern way to outsource based on trust, collaboration, and working together to achieve mutually beneficial goals. Read the full blog here.


Advice Worth Keeping – Podcast Series – KPMG Management Consulting

Repost from KPMG Shared Services and Outsourcing Institute

Feature podcast episode

No ifs about it: the how, who, what, and where of a digital labor center of excellence when you outsource — Thomas Hall, KPMG Management Consulting, and Kelly Combs from KPMG’s Risk Advisory group, discuss digital labor in outsourcing efforts and why organizations should consider the establishment of a center of excellence. Listen to the podcast here.


Welcome to the New PULSE Blog

by Kate Tulloch-Hammond, Director, Media & Communications, IAOP

Welcome to the new and electrifying IAOP PULSE Blog! This exciting online forum is for our members and the outsourcing community at large. Designed to accompany PULSE magazine, our blog takes you deep into outsourcing with the latest ideas, advice, knowledge and best practices, as we turn the conventional upside down.

Like PULSE magazine, our blog is a place for discovery and insight into the industry, covering issues, trends, geographies – maybe even a little controversy. With occasional musings from our bloggers, we’re sure to keep you engaged! Read the full blog here.


Insights from the 2017 Outsourcing World Summit

by Michelle Stephens, COP, Insurance Solutions Advisor, Business Process Outsourcing, Canon Business Process Services, Inc.

I recently had the opportunity to attend the 20th annual IAOP (International Association of Outsourcing Professionals) Outsourcing World Summit held in San Antonio, Texas. It always brings back fond memories of the network of friends and colleagues I’ve met and stayed in touch with over the last six years through IAOP Summits, chapter meetings, conferences and certification training classes. Regarding the latter, I am proud to have obtained my COP (Certified Outsourcing Professional) designation in 2011. Read the full blog here.


Blogging from the 20th Annual Outsourcing World Summit in San Antonio

by Steve Sheahan, Sales Integration Executive, IBM

IAOP held its 20th annual conference Outsourcing World Summit in San Antonio, Texas from February 19-22, 2017. The theme of this year’s conference was Harnessing the Power of Disruption and the local weather cooperated to underline the theme by sending a tornado across San Antonio on Sunday evening after most of the participants arrived. No harm done to the Marriott Hill Country resort that was this year’s spectacular venue but a reminder that all of our business conversations now take place in the context of rolling technological, social, and political change. Read the full blog here.


Growth Through Nearshore Delivery — Delivery Through Scalable Talent

by Patrick Corcoran, Global Director, Analyst & Advisor Relations, Luxoft

Back in December 2015, I experimented with my first LinkedIn profile blog post. Given that I was in a bit of a nostalgic mood for golf and had a lot of travel to Central and Eastern Europe under my belt, it was time to crack the ice and author a piece on the infamous “nearshore delivery model,” which has been and will continue to be accepted as par for the course – despite my solid ability to maintain a bogey-level golf handicap! Read the full blog here.


Put it in Writing! Why the Contract is Key to Enabling Innovation Through Managed Services

by Doug Plotkin, Managing Director, and Joe Greiner, Manager, Deloitte Consulting LLP

As the outsourcing industry continues to evolve and mature, customers will continue to demand more from their managed service providers (MSPs)—particularly in terms of delivering value above and beyond the terms of the agreement. These expectations include finding new ways to deliver services more efficiently and to help their customers gain a competitive edge, whether the contract stipulates innovation as a responsibility or not. Customers frequently complain that their vendors simply do not bring innovation to the table, meaning they don’t “think outside the box” and fail to proactively address issues or problems. Read the full blog here.


Why BPOs are Turning to the Cloud to Provide Flexible and Scalable Contact Center Offerings

by Jacki Tessmer, VP of Service Provider and Cloud Strategy, Enghouse Interactive

As companies’ omnichannel customer experience demands increase, savvy BPO (business process outsourcing) providers are turning to the cloud to provide flexible and scalable contact center offerings.

According to the latest CEM (customer experience management) research from Aberdeen, the top two themes keeping CEM executives up at night are: 1) Customers are empowered with a wealth of information on many competitive products and services (indicated by 50% of respondents); 2) Customers expect consistent experiences across all channels (indicated by 32% of respondents). Read the full blog here.

Read the PULSE Blog archives here.