News, best practices, tips, how-tos, and more about outsourcing, including discussion on vendor management, contract negotiation and service level agreements (SLAs).
Mon, December 02, 2013 - Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey.
Fri, November 22, 2013 - Philippines outsourcing hub Cebu, closest to the path of the storm, did not take a direct hit. However, a lack of public statements from industry groups and providers reveals industry immaturity.
Tue, November 19, 2013 - Senior technology industry executives from Adobe, VMware and others diagnose the problems in troubled Healthcare.gov, citing the ambitious scope of the project and endemic flaws in broader government contracting apparatus.
Fri, November 15, 2013 - With the U.S. Congress unlikely to take action on NSA surveillance programs, U.S. cloud service providers could take a hit.
Thu, November 14, 2013 - Technology companies are looking to hire more employees over the next year, but worry that there will not be enough qualified IT jobs candidates to fill the vacancies.
Thu, October 31, 2013 - An agreement by the Indian IT service provider to pay $34 million to settle claims of visa fraud and abuse could force more outsourcers to reconsider their business models.
Thu, October 31, 2013 - Following the Infosys visa fraud $34 million settlement, IT outsourcing customers should take these five steps to protect themselves. Here's a look at what outsourcing customers need to do.
Tue, October 29, 2013 - The company was responding to reports of an impending fine of about US$35 million by the U.S. government.
Fri, October 25, 2013 - The first half of the year was relatively quiet for global IT outsourcing deals, but activity has picked up considerably in the third quarter. Outsourcing consultancy ISG examines why and predicts how the IT outsourcing market will finish out the year.
Thu, October 17, 2013 - One of the largest users of H-1B visas, Infosys, is facing a federal class action discrimination lawsuit filed against it by four people, and may be close to reaching a potential multimillion dollar settlement with the U.S. government over allegations it misused visitor visas.
Tue, October 15, 2013 - The federal government's recent launch of Healthcare.gov is a stunning example of outsourced IT gone wrong. The multi-contractor project has been riddled with issues and should serve as a reminder to any IT outsourcing customer regarding steps to take to ensure a smooth rollout.
Fri, October 11, 2013 - If the government shutdown continues on for more than a couple of months it could be trouble for IT outsourcers. But currently, the shutdown of iCert is not yet a problem for IT service providers. Here's why.
Fri, October 11, 2013 - Salary increases cut into margins at Infosys in the third quarter