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White Papers & Research

A SUCCESSFUL JOURNEY TO THE DIGITAL WORKPLACE
This article presents the Digital Workplace, and how the transformational journey has impacted the workplace, focusing on today’s key trends within the will address the 2018 sourcing trends and the key takeaways to consider when designing, sourcing and implementing a successful digital workplace initiative.
Wavestone_-_Digital_workplace_white_paper_-_Published_.pdf

Premium brands need premium customer service
The digital age has changed the way customers shop, as well as how they interact and engage with businesses. We all expect to be able to use multiple devices to research and buy products, effortlessly and quickly, whatever location we are in. The same goes for customer service – it needs to be immediate, effective and delivered via our favoured channel.
https://www.arvato.com/uk/insights/omnichannel-retail-white-paper.html

Corporate offences of failure to prevent the facilitation of tax evasion – time to act!
Two new corporate criminal offences for failure to prevent the facilitation of tax evasion ("FTP" offences) are currently progressing through the UK Parliament in the Criminal Finances Bill, which is expected to receive Royal Assent in the next few months. The FTP offences impose criminal liability on a company where it has failed to prevent the criminal facilitation of tax evasion by a "person associated" with the company – this is someone who provides services for, or on behalf of, the company (e.g. an employee, contractor or supplier). The aim of the offences is to encourage companies to put in place, and communicate, good corporate governance on preventing tax evasion, and this is achieved through a defence to the charge if a company has "reasonable prevention procedures" in place.
Corporate_offences_of_failure_to_prevent_facilitation_of_tax_evasion.pdf

Creating time in the contact centre: The BPO opportunity
Analysing the current state of BPO from the customer service standpoint in the UK, and assessing the challenges outsourcers face when striving to improve services and streamline operations.
Creating_time_in_the_contact_centre.pdf

Robotic Process Automation: Mature Capabilities in the Energy Sector
The academic researchers at the Outsourcing Unit (OU) assess the current and long-term effects of business services automation on client organisations.
Robotic_Process_Automation_Mature_Capabilities_in_the_Energy_Sector.pdf

The IT Function and Robotic Process Automation
The academic researchers at the Outsourcing Unit (OU) assess the current and long-term effects of business services automation on client organisations.
The_IT_Function_and_Robotic_Process_Automation.pdf

NOA Council Overview
An overview of the current NOA council.
Council_Overview_document.pdf

NOA Council Nomination Form
The nomination form for the NOA Council in 2016.
nomination_form.pdf

Building Agent Trust in the Workplace
With more companies using contact centres for front-end customer engagement than ever before, SJS Solutions discusses how to build confidence, loyalty and a culture of trust among your contact centre agents.
Building_Agent_Trust.pdf

Using FPGAs to minimise power consumption in data centres
The rising popularity of cloud computing, virtualisation and remote storage is fueling increased investment in data centres. Learn how FPGAs can make the required levels of power consumption more manageable.
Using_FPGAs_to_minimise_power_consumption.pdf

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