Media/Analyst Opinions

The articles and analyst opinions we have selected provide a focus on how organizations work with business process outsourcing (BPO) partners and the critical success factors that lead to tenured and successful relationships. Sitel's BPO services are crucial to achieving sustained cost savings and driving efficiencies for our clients. This ensures that we don't lose focus on quality of service and the customer experience. The articles featured here are updated regularly, so please be sure to visit again or register for updates.

Global Workforce Management Report: Emerging Markets

The backshoring myth. Is the recession driving jobs back to the U.S., or is the business case for outsourcing to the emerging markets still strong?  This report provides insights to the global call center outsourcing landscape, costs of doing business abroad and case examples of what companies are doing today. 

Golden Nuggets, Takeaways & Next Steps from Customer Contact 2010, East

Designed for those that attended and those who could not, this 1 hour eBroadcast builds on the ideas shared at the April 2010 Customer Contact 2010 East, while also providing a summary of the key takeaways, insights and "aha" moments from some of the most popular sessions at the event.Sitel Vice President Andrew Kokes appears as a featured speaker and presents the best ideas and practices for using social media with your customers.

Opportunities for Emerging Economies in Latin America with Nearshore Outsourcing

Nearshore Americas talks with Datamonitor BPO Analyst Peter Ryan from the floor of the Contact Center Forum in Mexico City, Mexico.

Black Book of Outsourcing Report - Top Inbound Call Center Outsourcing Vendors

See the results of the annual survey of more than 26,000 users, designed to measure organizational satisfaction with contact center outsourcing (CCO) service providers, was recently released by the Brown-Wilson Group and Black Book Research.

Latin America: The Next India - Podcast

For many years, India has received a great deal of media attention as a global business process outsourcing location. More recently, however, trends suggest Latin America is emerging as the next major outsourcing force. But a few questions remain: why Latin America; why now; and what are the rewards for businesses considering outsourcing their customer care to the region? In this podcast, listen to Host John Moran, Datamonitor Analyst Peter Ryan and Sitel’s Corporate Real Estate Officer Ann Harts as they explore the reasons for Latin America’s emergence as the world’s next major outsourcing hub.

Outsourcing's Global Landscape

Most of the outsourcing deals in the past have gone to familiar locations such as India and the Philippines for software development and customer service, and China and Eastern Europe for manufacturing. Now the rest of the world is jumping in, making it difficult to know where to turn and how to judge what's a good bet and what isn't.

Seamless Integration: Providing Exceptional Customer Care During a Vendor Merger or Acquisition

Navigating the complexities of a merger or acquisition is not only a challenge for the companies involved, it can have a tremendous impact on the customers of those companies as well.

Creating "Super Agents" to Maximize Customer Experience and Loyalty

In today's virtual consumer-driven marketplace the contact center can be an increasingly valuable asset as it serves as the primary point of customer interaction.

Latin America: The Next India BPO Trends Podcast Summary

For many years, India has received a great deal of media attention as aglobal business process outsourcing location.

Latin America: The Next India?

Over the past several years, India has received a great deal of media attention as a leading business processoutsourcing (BPO) location.