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What Makes Continuous Innovation in BPO So Difficult?

What Makes Continuous Innovation in BPO So Difficult?

By Paul Singer & Adam Cummins, Principals, Pace Harmon The promise of ongoing innovation is often one of the primary reasons companies consider business process outsourcing (BPO).  Each BPO provider’s marketing heavily touts their ability to drive constant, positive change ...

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What it Will Take to Meet El Salvador’s English Demands

What it Will Take to Meet El Salvador’s English Demands

By Jon Felperin Back in 2011, we reported that the most pervasive and challenging issues across the Nearshore region were establishing English language training programs that actually produced well-trained professionals. Among Central American countries, El Salvador has certainly been a leader ...

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Seven Lessons Learned From Highly Effective Shared Services

Seven Lessons Learned From Highly Effective Shared Services

By Chas Moore, Managing Director (North America), Chazey Partners While the Shared Services model has produced several examples of success at delivering higher quality, lower cost, and improved control, many implementations still don’t perform at the expected levels because leaders ...

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Maturity of ITO Market Spurs New Investment

Maturity of ITO Market Spurs New Investment

By Mauricio Chede, Information Technology Research Analyst, Frost & Sullivan The IT infrastructure outsourcing services market in Latin America is growing more mature each day. Companies are better understanding the benefits of outsourcing, such as being able to reduce costs ...

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A Deeper Look at the Convergys-Stream Acquisition

A Deeper Look at the Convergys-Stream Acquisition

Over the past six months there has been a seismic shift in the customer management services (CMS) business process outsourcing (BPO) vendor landscape, with merger and acquisition (M&A) activity leading to the emergence of two new heavy hitters. Concentrix’s acquisition ...

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Why Due Diligence Never Ends

Why Due Diligence Never Ends

By Michael Blankman Last year I wrote several articles for Nearshore Americas on how to better manage outsourced relationships. These pieces covered all facets of becoming a successful outsourcer and included vendor selection, managing multiple vendors, incentives, brand management and ...

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