Podcasts about business process outsourcing bpo

Business Process Outsourcing (BPO) is a $300 billion industry powering the back- and front-office operations of the world's largest companies.In her article, "Unbundling the BPO: How AI Will Disrupt Outsourced Work," Kimberly Tan (Partner, a16z) explores how the rise of AI is challenging the status quo. In this episode, Kimberly unpacks the shift—from call centers and invoice processing to cross-system automation and coding agents. They explore how AI is redefining the economics of scale, unlocking new markets, and expanding the reach of automation beyond the Fortune 500. For founders and operators alike, this conversation offers a clear-eyed look at the playbook for building in this newly addressable space. Resources: Read the article: https://a16z.com/unbundling-the-bpo-how-ai-will-disrupt-outsourced-work/Find Kimberly on X: https://x.com/kimberlywtan Stay Updated: Let us know what you think: https://ratethispodcast.com/a16zFind a16z on Twitter: https://twitter.com/a16zFind a16z on LinkedIn: https://www.linkedin.com/company/a16zSubscribe on your favorite podcast app: https://a16z.simplecast.com/Follow our host: https://x.com/eriktorenbergPlease note that the content here is for informational purposes only; should NOT be taken as legal, business, tax, or investment advice or be used to evaluate any investment or security; and is not directed at any investors or potential investors in any a16z fund. a16z and its affiliates may maintain investments in the companies discussed. For more details please see a16z.com/disclosures.

In this episode of the MatchRelevant Podcast, we dive deep into the world of AI innovation with Ofer Ronen, the founder and CEO of Tomato AI. Ofer is no stranger to building and selling successful tech companies, with three previous ventures acquired by industry giants like Google and IAC. Now, he's back with another game-changing solution: Tomato AI. Tomato AI focuses on solving a critical challenge for offshore call centers and Business Process Outsourcing (BPO) companies. By using advanced AI technology, Tomato AI softens the accents of offshore agents in real-time as they interact with customers. This results in clearer communication, higher customer satisfaction, and improved trust between agents and customers.

Today's interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what's going on in the BPO space, what shifts are happening, what the future of outsourcing looks like, and what are some of the main challenges ahead. This interview follows on from my recent interview – Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 – and is number 518 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Send us a Text Message.E119: Startups at various stages struggle with HR until they engage with a professional such as a Professional Employer Organization (PEO), an Administrative Services Organization (ASO) or a Business Process Outsourcing (BPO) company. To start the outsourcing process or just assess your own efforts, leaders want to know the facts as they are now. An HR audit is a detailed and objective review of your human resources practices, policies and procedures to establish the facts. A successful audit can help you identify areas of risk and ineffective processes, so you can resolve issues before they become larger issues. Audits can save your organizations thousands in fines and fees for ineffective practices. Paul interviews Gia Wiggins, a seasoned HR professional who is Founder and CEO of Auditocity, the only platform that can give you clear insights for HR compliance and best practices, no matter the size of the business. They discuss the process of setting up HR, managing HR and engaging professional advisors as well as some of the common and precarious pitfalls for all stages of Startups. (recorded 4.30.24)Follow David on LinkedIn or reach out to David on Twitter/X @DGRollingSouth for comments. We invite your feedback and suggestions at ventureinthesouth.com or email david@ventureinthesouth.com. Learn more about RollingSouth at rollingsouth.vc or email david@rollingsouth.vc. Follow Paul on LinkedIn. Download our White Papers and Cheat Sheets HERE. Thanks for listening and remember: Our mission is to MAKE MONEY, HAVE FUN AND DO GOOD.

In today's episode of the Second in Command podcast, Cameron is joined by Mari Parker, the COO of Boldr, a global outsourcing powerhouse. Mari shares her unique journey from South Africa to becoming a pivotal figure in the global talent arena, offering a fresh perspective on leadership that intertwines her parenting experiences with fostering a dynamic company culture. Highlighting Boldr's agility and custom solutions, Mari discusses the advantages of outsourcing with Boldr over traditional hiring practices, emphasizing the company's ability to unlock business potential while contributing positively to global economies.Cameron and Mari explore the practicalities and ethics of outsourcing, revealing how Boldr manages complexities and compliance to ensure a seamless integration of global talent into businesses. Mari elaborates on the strategic benefits of choosing Boldr for building a global team, emphasizing their commitment to employee welfare and community development as a B Corp. The conversation not only sheds light on the inner workings of successful outsourcing partnerships, but also Boldr's mission-driven approach to business.Rounding off the conversation, Mari opens up about her personal growth and leadership evolution alongside her husband, and Boldr's CEO, David. Their journey underscores the importance of conscious leadership and maintaining a healthy work-life balance, especially when running a business with your spouse. Mari's story is a testament to the power of resilience, adaptability, and the profound impact of embracing a global mindset in today's interconnected world.Enjoy!In This Episode You'll Learn:How smaller Business Process Outsourcing (BPO) companies like Boldr offer customized solutions and agile decision-making to better serve their clients compared to larger, less flexible counterparts.How Mari combines her experiences as a mom of two with building a strong company culture, and the similarities between nurturing a family and leading a team.Why outsourcing with Boldr is considered a savvy business strategy over traditional hiring, including benefits like tax perks, labor law hacks, and contributing positively to global economies.How Boldr's approach to building teams in diverse markets like the Philippines, South Africa, and Mexico has been shaped by Mari's cultural awareness.The role of executive coaching, therapy, and conscious leadership practices in navigating the challenges of scaling a business.How Mari and her CEO husband David maintain a healthy balance between their personal relationship and their professional roles.Boldr's commitment to social responsibility, how being a B Corp influences their operations, and their mission to provide meaningful opportunities in the communities they operate in.The operational and ethical considerations of outsourcing, how Boldr manages the complexities on behalf of their clientsThe advantages of having a partner who understands the intricacies of global talent acquisition and compliance.Mari's inspiring journey from South Africa to leading a global outsourcing powerhouse, and the life lessons learned from living and working in multiple countries.And much more... Resources:Connect with Mari: Website | LinkedInConnect with Cameron: Website | LinkedInGet Cameron's latest book

In this episode of the Plain Sight podcast, Sam Mata, the Director of Operations at Invisible Technologies, discusses the company's approach to solving complex business problems and the philosophy behind their operations. He describes how Invisible has evolved over the years, using AI to optimize operations and how this has affected the nature of their work. Sam talks about Invisible's role as an AI trainer, the potential of Augmented Intelligence and his insights into team management and coordination. He also describes how AI has affected the productivity within the company and how it's becoming an integral part of Invisible's services. If you want to find out what happened in this episode without listening check out this GPT we trained on it Timestamps 00:00 Introduction to Invisible Technologies 01:11 Understanding Operations at Invisible Technologies 02:04 The Role of Technology in Operations 02:14 Invisible's Approach to Operations 03:23 Invisible's Unique Approach to Client Engagement 04:32 Understanding the Client's Needs 04:46 The Evolution of Invisible Technologies 05:14 The Sales and Discovery Process at Invisible 10:48 The Challenges of Knowledge Management 21:48 The Role of AI in Invisible's Operations 24:32 The Role of AI in Business Optimization 24:54 The Intersection of AI and Business Operations 25:42 Leveraging AI Tools for Business Efficiency 26:38 Innovative Use of AI in Documentation 27:44 Exploring AI's Potential in Automating Business Processes 29:28 The Impact of AI on Business Flexibility 30:02 The Concept of Human Augmentation in the AI Era 32:36 The Future of AI and Human Augmentation 33:31 The Role of AI in Job Creation and Productivity 34:38 The Fear and Reality of AI 36:33 The Impact of AI on Programming 44:41 The Role of AI in Teamwork and Collaboration 48:42 The Importance of Quality in AI Model Outputs 50:20 Conclusion: The Future of AI in Invisible Key Insights Operations Innovations at Invisible: Invisible Technologies is not just about executing tasks for clients but embedding themselves into their clients' teams to deeply understand and enhance their operations. They aim to optimize processes to be better, faster, and cheaper, moving beyond traditional Business Process Outsourcing (BPO) models. Custom Solutions and Use of AI: Invisible leverages technology, including AI, to provide custom solutions. The company has evolved from using human labor for tasks to developing technology-driven processes, making operations more efficient. Sam Mata highlighted specific use cases where AI and automation have played a crucial role in improving services, like automating the generation of printable agendas from Google Calendars and extracting product tags from descriptions. Cultural Alignment and Continuous Learning: The conversation touched upon the importance of preserving individual creativity within a team while aligning towards common goals. Sam emphasized the need for continuous learning and adaptation, especially in the rapidly evolving field of AI and operations. Augmentation vs. Replacement: Sam and the host discussed the concept of human augmentation through AI, focusing on how AI tools can empower individuals and teams to perform higher-level tasks by taking over more mundane or repetitive aspects of their work. The idea is to enhance human capabilities, not replace them. Challenges of Knowledge Management: The discussion also ventured into the complexities of knowledge management, especially in large, fast-paced organizations like Invisible. They explored strategies for effective knowledge dissemination and documentation, including the use of AI to convert spoken conversations into structured documentation. Visibility into Operations: Sam provided insights into how Invisible works closely with clients to deeply understand their processes and tailor their operations to meet specific client needs. This involves a proactive approach to understanding the nuances of each client's operations and continually refining processes for optimal results.

Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas.  DATAMARK offers contact center and Business Process Outsourcing (BPO) services with delivery centers in the US, India, and Mexico. In this discussion with Mark Hillary, Randy talks about how rapidly the entire BPO landscape has progessed since the start of this decade. The period of the pandemic created a wave of flexible working practices and work-from-home (WFH) that has persisted across the industry. This has also led to new expectations around data security - to protect customer data when services are being delivered using a hybrid of WFH and in-office teams. Randy also talks about how AI is offering new opportunities to support agents inside the contact center and improve the customer experience.  With all these developments available equally to the big and medium players, Randy argues that there is no longer a need to work with the giant BPOs if you want to access the latest technology and flexible working practices - it is equally possible in mid-size partners now. A modern BPO is not stronger just because they have more agents. They are stronger because they have insight and ideas for how to transform CX processes and the ability to work in partnership with their clients - size is no longer a marker of service quality. BPO has transformed inside this decade and we are only at 2024 - listen to Randy explain what has changed and why it is important for CX executives to understand this evolution. https://www.linkedin.com/in/randyarellano/ https://datamark.net/  

Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers.With a focus on enhancing customer experience (CX), we delve into how technology can be a gamechanger. From backfilling headcount to reducing average handle time, we explore how becoming CX partners for clients can transform your business. We also examine how analytics can provide a deeper understanding of customer sentiment and how gamification can add value to the customer journey.Are you ready for the future of BPO technology? We discuss how BPOs need to become proficient in the latest tools to offer value to customers. From leveraging features like auto summarization and Agent Assist to understanding the impact of chat GPT and its new voice capabilities, we cover it all. We also highlight the significance of automated voice services in increasing customer engagement. Tune in, stay updated, and remain competitive in this ever-evolving industry.We're gearing up to launch OttoQA, the game-changing QA automation tailored for smaller contact centers. But here's the twist — we want you in our inner circle before anyone else. Sign up at ottoqa.com with your email, and you'll dive deep into our exclusive Discord, join insightful industry AMAs, and be first in line for beta testing when Otto rolls out. Be part of our pre-launch excitement and help shape the next big thing in QA!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

This week's episode features Alorica's Chief Administration Officer Colleen Beers and Chief Culture OfficerJoyce Lee. The women discuss motherhood, their roles at Alorica, which provides customer experience management and Business Process Outsourcing (BPO) services, as well as how they work together to create an inclusive, welcoming company culture, especially in challenging times.

ESPAÑOL:Freddy Arraiz es Socio Logístico de Prakson desde hace más de 7 años, responsable de Consultoría, Business Process Outsourcing (BPO) y Mejores Prácticas Operacionales. Anteriormente, Freddy ha estado trabajando con 3PL Panamericana liderando la operación de Cadena de Suministro. Previo a este puesto, estuvo trabajando en la industria de consultoría en Fortna y KOM International desarrollando diferentes proyectos en el mundo de la cadena de suministro. Algunos de los aspectos más destacados del podcast:Introducción de Freddy ArraizTu carrera inicial en KOM InternationalPosteriormente trabajó para Fortna Consulting y en 3PL Panamerica. ¿Qué aprendizaje tuviste?Ha estado trabajando para Prakxon como socio en proyectos de cadena de suministro.Durante los últimos 10 años, se ha iniciado una transformación digital en la Cadena de Suministro, acelerada por la Pandemia. ¿Cuál es la importancia de la Transformación Digital? ¿Es el momento disruptivo más importante de la humanidad?¿Cómo ser parte de la Industria 4.0 y ser parte de la transformación digital? ¿Cómo puede la organización iniciar este viaje?Algunas organizaciones necesitan una hoja de ruta (para Dummies) sobre esta transformación digital de la cadena de suministro. ¿Cómo se puede expresar?Cuéntanos algún ejemplo que hayas visto en América Latina.¿Cuáles son los nuevos desafíos que enfrentamos en LATAM en este viaje de digitalización?¿Qué recomendación puede dar a las organizaciones? ¿Y para profesionales en SC para iniciar este viaje?Tu recomendación finalDespedidaENGLISH:Freddy Arraiz is a Partner in Prakson Logistics for over 7 years responsible for Consulting, Business Process Outsourcing (BPO) and Operational Best Practices. Previously, Freddy have been working with 3PL Panamericana leading the Supply Chain operation. Before this role, he was working in consulting industry in Fortna and KOM International developing different projects in the Supply Chain world. Some of the highlights from the podcast:Introduction of Freddy ArraizYour initial career In KOM InternationalLater you worked for Fortna Consulting and in 3PL Panamerica. Which learning did you have?You have been working for Prakxon as a Partner in Supply Chain Projects.During the last 10 years, a digital transformation has started in the Supply Chain, and accelerated by the Pandemic. Which is the importance of Digital Transformation? Is it the most important disruptive moment of humanity?How to be part of Industry 4.0 and be part of the digital transformation? How can the organization start on this journey?Some organization needs Road Map (for Dummies) on this Digital Transformation of the Supply Chain. How can be expressed?Tell us about some examples that you saw in Latina America.Which are the new challenges that we are facing in LATAM in this digitalization journey?Which recommendation can you give to the organizations? And for professional in SC to start this journey?Your final recommendationFarewellDiscover more details here.Follow us on:Website: https://bit.ly/32bR2GrInstagram: http://bit.ly/2Wba8v7Twitter: http://bit.ly/2WeulzXLinkedin: http://bit.ly/2w9YSQXFacebook: http://bit.ly/2HtryLd

Almacontact se fundó en Colombia en 2014 como parte de una apuesta de su casa matriz, la italiana Grupo Almaviva, por crecer en el sector de Business Process Outsourcing (BPO). La empresa ya cuenta con tres sedes en Colombia, suma más de 3.000 colaboradores y anticipa nuevas adquisiciones en sectores financieros y de cobranza, e inversiones en sectores clave para las operaciones a futuro, como inteligencia artificial. Así lo anuncia según su gerente, Wilffin Valdés.

The latest industry analysis on Business Process Outsourcing (BPO) Market provides sales outlook in 20+ countries, across key categories Product, Application, Sales Channel. Insights on Business Process Outsourcing (BPO) Market drivers, trends, and influencing factors are also included in the study.The detailed research report on the global Business Process Outsourcing (BPO) Market focuses on the macro as well as microeconomic factors that are helping its development. The report also concentrates on the regulatory framework that is shaping the future of the global market. Furthermore, the research report also makes not of the existing as well as prevailing pricing structure, emerging areas of applications, and imminent investment opportunities in the global market.The Business Process Outsourcing (BPO) Market study outlines the key regions – North America, Latin America, Europe and East Asia – along with the countries contributing the most in the respective regions. The report presents detailed insights about each market player, including SWOT analysis, main market information, market share, revenue, pricing and gross margin.Click here to get a Sample Report (Including Full TOC, Table & Figures): Prominent players covered in this research are ADP Data Processing Inc. EXL Service Invensis Technologies Pvt. Ltd. SunTec India Intetics Unity Communications Key Business Process Outsourcing (BPO) Market Survey Highlights and Projections Fact.MR analysis provides Business Process Outsourcing (BPO) Market demand-supply assessment, revealing Business Process Outsourcing (BPO) Market sales to grow from US$ 273.3 Bn in 2022 to US$ 620 Bn in 2032 The report provides sales outlook on Business Process Outsourcing (BPO) Market, opining Business Process Outsourcing (BPO) Market revenues to register a CAGR of 8.5% during 2022-2032 Business Process Outsourcing (BPO) Market sales in US will grow at a steady pace, driven by growing consumer confidence and economic recovery Business Process Outsourcing (BPO) Market demand forecast in Europe remains stable, as many countries such as UK, France, and Germany focus on boosting growth Japan and South Korea Business Process Outsourcing (BPO) Market demand likely to grow at a steady clip during 2022-2032 Competitive LandscapeProminent players are embracing innovative approaches such as ground-breaking marketing tactics, technological advancements, mergers, and acquisitions to expand their market ground In December 2021, Accenture (NYSE: ACN) has completed the acquisition of Tambourine, an e-commerce customer experience agency with award-winning capabilities in cloud-based technologies in Japan. Tambourine provides integrated commerce services on the Salesforce platform and brings a proven track record in using Salesforce Commerce Cloud to deliver seamless commerce experiences for consumer goods and entertainment companies. Report Benefits & Key Questions Answered Business Process Outsourcing (BPO) Market Company & brand share analysis: Company and brand share analysis on Business Process Outsourcing (BPO) Market reveals how much market share is captured by Tier 1, Tier 2, and Tier 3 players Business Process Outsourcing (BPO) Market Historical volume analysis: The industry analysis provides data & insights on historical volume sales of Business Process Outsourcing (BPO) Market Business Process Outsourcing (BPO) Market Category & segment level analysis: Fact.MR's Business Process Outsour

Scicom (MSC) Bhd has evolved from being just a call centre provider to now an end-to-end service provider in Business Process Outsourcing (BPO). The market globally is projected to grow by a CAGR of 9% from 2022 to 2030. Chong Tjen San will ask its CEO, Dato' Sri Leo Ariyanayakam whether Scicom can capitalise on this trend and why its stock is not so loved.

Patrick Brown, founder and CEO of Unity Communications, joins Jim Barnish on this episode to discuss building teams and the people behind them. He shares his own journey of leaving the corporate job and the ‘dirt' he's gathered while growing his company from just himself to 300+ people.How do you find the right talent to hire in a young startup when you don't have the cash or benefits to compete with the big guys? What do you do when a great employee finds an opportunity elsewhere? How do you empower your team to make decisions and grow with you?Join Patrick and Jim as they deep dive into creating successful teams, the costly mistakes he has made in building websites and hiring outside consultants, and why profit margin is the number one metric he is focused on. Key TakeawaysLook to hire talent from unusual places. It might be someone who's after a certain lifestyle (vs. money) or a corporate employee that hasn't advanced through the ranks.Hiring the right people is vital for any business to thrive, but so is firing those who don't fit. Cutting them loose benefits your company, but also that person.Profit margin is the one number that aligns all your financials. It shows you when you can pay your employees more, and when you need to increase prices or make other adjustments.ResourcesPatrick Brown's LinkedInhttps://www.unity-connect.comThe Icarus Deception by Seth GodinSeth Godin's podcastsAbout Patrick Brown is founder and CEO of Unity Communications, an award winning Business Process Outsourcing (BPO) company. Unity helps brands hit their core metrics, streamline processes, and properly ensures business operations scale responsibly. His career began in the Navy that led him to work and learn from leaders in various companies, governments, and NGO's. Those formative years helped cement a foundation of working with people of incredible diverse backgrounds, cultures, and stages of life. Now, with over 25 years of experience in complex service delivery products/services, his team understands the overall scope of work that clients expect, while holding vendors and employees accountable to their SLA's and roles. If you love what you are getting out of our show please SUBSCRIBE.For more information on how we dig into the dirt check out our other episodes here: https://www.orchid.black/podcastAll contents of this show are rights of Orchid Black©️ and are not to be used unless authorized by written consent.

Neun Mitglieder des KI-Ethikausschusses des Polizeitechnologieunternehmens Axon sind zurückgetreten, nachdem das Unternehmen trotz des früheren Widerstands des Ausschusses angekündigt hatte, mit Tasern ausgestattete Drohnen zu entwickeln. https://www.protocol.com/bulletins/axon-ai-ethics-board-resignation Und einige, wie Nate, hatten bescheidenere Ziele: das automatische Ausfüllen der Kontakt- und Zahlungsinformationen der Käufer auf den Websites der Einzelhändler. https://www.theinformation.com/articles/shaky-tech-and-cash-burning-giveaways-ai-shopping-startup-shows-excesses-of-funding-boom Eine elektronische Haut, die aus dem Gefühl von „Schmerz“ lernen kann, könnte dazu beitragen, eine neue Generation intelligenter Roboter mit menschenähnlicher Sensibilität zu schaffen. https://www.gla.ac.uk/news/headline_852760_en.html Laut den CFOs von Gartner, Inc. wird die Hälfte der aktuellen Bereitstellungen künstlicher Intelligenz (KI) im Finanzbereich bis 2024 entweder verzögert oder abgebrochen, während die Nutzung von Business Process Outsourcing (BPO) für KI innerhalb von zwei Jahren von 6 % auf 40 % steigen wird stehen vor großen Hindernissen, um den Einsatz von KI im eigenen Haus auszuweiten, und werden sich zunehmend Lösungen für das Outsourcing von Geschäftsprozessen (BPO) zuwenden, um ihre Ziele der digitalen Transformation zu erreichen. https://www.gartner.com/en/newsroom/press-releases/2022-06-07-gartner-predicts-half-of-finance-ai-projects-will-be-delayed-or-cancelled-by-2024 Picsart hat ein neues Tool für künstliche Intelligenz (KI) angekündigt, das Rauschen entfernt, Bilder auf eine höhere Auflösung hochskaliert und die allgemeine Bildqualität verbessert. https://petapixel.com/2022/06/08/picsart-adds-ai-enhancement-tool-to-upscale-and-improve-photos/ Visit www.integratedaisolutions.com

Nigeria produces over 1M graduates annually. But many of them leave the country because there aren't enough local jobs to hire them. Amal Hassan wanted to change that. She set out to start a Business Process Outsourcing (BPO) contact center that would employ some of these graduates. She started it three different times only to be forced to shut down and relocate. The fourth time was the charm! * In fact, Amal's living proof of the tenacity required to build, grow, and scale a business. It's no wonder why her original episode continues to garner downloads and made it to our Top 12 list. * Now, Outsource Global employs over 850 people with clients in the U.S., UK, and Japan with 50% of their workforce being women! They single-handedly put Nigeria on the map as a BPO to contend with on the world stage. * In this episode, Amal gives us a behind-the-scenes look at the quality control measures to select the best people, processes, and tools that sustain Africa's top Business Process Outsourcing (BPO) provider. If your path to scaling your business seems treacherous, then you don't won't to miss this episode – Amal's story might be just the inspiration you need to keep forging ahead!  

He is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Rocket Station helps businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. When not helping clients build better businesses, you'll find Robert traveling the world or playing with his nephews in Dallas. Let's see how he Get up, Dress up, and Show up! CONNECT WITH HIM https://rocketstation.com/ Personal transformation takes time, subscribe now, and let's grow together!  ----------------------------------------­­­­­­­----------------

From Business Process Outsourcing to Business Transformation Outsourcing . Businesses have relied on Business Process Outsourcing (BPO) providers, mostly in offshore locations, for decades. However, expectations for BPO providers are rapidly changing, based on the impact of automation and other technologies, as well as the desire of many companies to keep higher value-added, knowledge-based services in-house. On this podcast, Brad Hairston talks with Sachin Shah and Anup Juneja of Bain & Company, who explain the latest trends in BPO and Shared Services and how this industry is going through significant reinvention. Here's what we talked with Sachin and Anup about: * The major trends in Business Process Outsourcing (BPO) and Shared Services * How Bain supports clients in their automation and BPO/Shared Services journey * Exploring automation as an alternative to traditional outsourcing/offshoring * The drive toward more agility in centralized services * How increased automation potential impacts the trend towards reshoring * The required capabilities for BPO and Shared Services staff in today's business environment * What companies are looking for in BPO providers * The move toward outcome-based contracts for offshore centers * What's next for BPO and Shared Services . To ensure that you never miss an episode of Transform NOW, be sure to subscribe!

In this episode of the Road to Growth podcast, we are pleased to introduce you to Robert Nickell. Robert is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas, FT Worth since 2013, Rocket Station helps small to mid-size business hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. Robert started his career as an entrepreneur in the real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team's strength in evaluating best practices and efficient ways to staff capacity has continued to propel the company.   Learn more and connect with Robert Nickell by visiting him on Linkedin: https://www.linkedin.com/in/robert-nickell/     Be sure to follow us on Twitter: Twitter.com/to_growth on Facebook: facebook.com/Road2Growth   Subscribe to our podcast across the web: https://www.theenriquezgroup.com/blog Spotify: https://spoti.fi/2Cdmacc iTunes: https://apple.co/2F4zAcn Castbox: http://bit.ly/2F4NfQq Google Play: http://bit.ly/2TxUYQ2 Youtube: https://www.youtube.com/channel/UCKnzMRkl-PurAb32mCLCMeA?view_as=subscriber   If you are looking to be a Guest on Podcasts please click below  https://kitcaster.com/rtg/  For any San Diego Real Estate Questions Please Follow Us at web: www.TheEnriquezGroup.com Youtube: https://www.youtube.com/channel/UCKnzMRkl-PurAb32mCLCMeA or Call : 858 -345 - 7829 Recently reduced properties in San Diego County * Click **** bit.ly/3cbT65C **** Here* ****************************************************************************

In this episode with Robert Nickell, we talk about money, lessons from childhood, and leveraging your highest and best use of time.  About Robert Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Rocket Station helps businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. When not helping clients build better businesses, you'll find Robert traveling the world or playing with his nephews in Dallas You can find Robert Nickell at: https://rocketstation.com

With his extensive Financial Qualifications and operational experience in the Financial Services and Banking Sector, Mark founded Debt-IN (Now Capability Working Capital Solutions) in 2008. His hands-on approach, keen operational insight and extensive financial qualifications and experience saw the need to expand offerings to the broader Business Process Outsourcing (BPO) markets, both locally and aboard. Natural progression saw the formation of an umbrella brand, Capability BPO, which enabled the business to strategically transform to include the International Market, serving US and European based companies. Mark has a key focus on bringing the human touch to the BPO Sector, with the sole purpose of encouraging effective communications; making the connection a rewarding engagement every time. Passionate about the people who work for him, Mark is driven to making a positive impact on people's lives and the greater South Africa. With over a decade in the financial sector servicing blue chip industry leaders, Capability BPO's focus is on continuously improving and upskilling all members of the Company whilst instilling a culture of caring and collaboration amongst the workforce. This has resulted in the Capability BPO Group becoming one of the leaders in Business Process Outsourcing, Debt Collection and Credit Risk Management respectively. Mark graduated with his B. Com degree in 1992. After working for a steel fabrication and construction company for 5 years and having attained the position of Financial Director he resigned to further his studies full time. A year later he graduated with his B.Com Honours degree and sat for the Chartered Institute of Management Accountants board exam in the first half of 1999, which he passed and attained the CIMA qualification. Links: https://www.capabilitybpo.com/ Mark Essy on LinkedIn Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/     This Podcast is produced by: Andrew Madden Photography & Media Production

Tune in as Marquis speaks with Robert Nickell, Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Rocket Station helps businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. When not helping clients build better businesses, you'll find Robert travelling the world or playing with his nephews in Dallas. Marquis Murray is the founder of Ditto. A management consultant company that helps organizations work smarter and more efficiently with the implementation of systems and processes. Proud Solutions Partners with Asana, TextExpander, HubSpot, Slack, and more. 

Joshua Smith serves as Senior Vice President of Advantage xPO, the workforce solutions division of Staffmark Group, providing Recruitment Process Outsourcing (RPO), Managed Service Provider (MSP), and Business Process Outsourcing (BPO). Since joining Staffmark Group in 2004, Joshua has held a number of positions with increasing responsibility in both operations and sales throughout his tenure. He is responsible for leading client development, account strategy and service delivery across the Advantage xPO client portfolio. As an experienced practitioner in strategic workforce solutions, Joshua has distinguished himself as a results-driven leader with a strong business acumen for developing and deploying best in class programs within this discipline throughout the United States and Canada. In 2019, Joshua was named to Staffing Industry Analyst's 40 Under 40 list. He holds a BS in Marketing from St. Cloud State University – Herberger Business School. Topics: Fundamentals around MSP's and RPO's Analyzing the typical MSP Profile Direct Sourcing Initiatives

Tactical, non-strategic spend is a time suck to pretty much every organisation, regardless of their size. Managing this through traditional channels - i.e. ERP systems - is a cumbersome process for both the procurement professional who has to manage it, and the stakeholder who just wants a simple, user-friendly interface to be able to buy something. Henning Hatje, Co-Founder and CEO of Berlin-based startup Lhotse is my guest on this week's show. He explains how their solution helps to simplify tactical, non-strategic and tail spend (we look into each of these definitions during the show, too!) Simplifying and Automating Tactical Spend Lhotse was founded in 2020 and is growing rapidly, having recently announced a €5 million seed round funding just before the show was recorded. The fact that such a young company has managed to secure this kind of funding is tantamount to the need for a solution on how to manage tactical and tail spend. Deloitte's 2021 CPO Survey points towards more effective management of tactical spend With companies under new pressure to operate leaner, smarter and faster, it's little surprise that tactical and tail spend is coming under the microscope. Operational efficiency topped the list of most urgent priorities among those surveyed for the 2021 Deloitte CPO Survey. Finding a more productive use of buyers' time when it comes to the huge operational workload of dealing with non-strategic spend will no doubt be high on the wish list. Tactical vs. tail spend? There are many different definitions, and much if it is nuanced and dependent upon how different organisations see their spend. Lhotse views "tactical spend" as: Being non-managed spend by procurement Predominantly indirect in nature Whereas they see tail spend as: Also having some crossover with tactical spend But also encompassing "managed" areas of high volume, low value spend such as certain areas of MRO spend and office supplies which are often procured using punch-out catalogues Much depends on the thresholds that companies use to define how tactical spend or tail spend is seen. What typical policies exist for non-strategic spend? These are some common scenarios for how non-strategic spend can fall through the cracks: Spend that falls below the threshold where competitive bidding is required - i.e. three bids, then a buy - clearly has a lot of untapped opportunity. Here, essentially, stakeholders can purchase from whomever they wish. Diligence with which a policy is enforced. Often this is dependent upon the perception or reputation of the procurement function internally, but also is heavily influenced by staffing levels within procurement teams and their (in)ability to manage all areas of spend. There are massive differences between how these thresholds are applied - from very strict, low spend thresholds right the way through to enterprise level organisations in high profit industries which can sometimes have 6-figure sums considered as tactical spend. When it comes to other ways of handling tail or tactical spend, Integrators and Business Process Outsourcing (BPO) are still common, but as Henning explains, they can often have flaws. It can send the wrong message to stakeholders when low value spend is farmed out to an external organisation. But more importantly, there is now technology that can automate or semi-automate large parts of these processes. This moves the organisation away from functionally managing a BPO or an integrator and instead towards a more strategic process of researching and integrating technology into the procurement function. Other advantages of applying technology to this problem Henning talks about the opportunities that a solution such as Lhotse can leverage existing data in your system to automate or semi-automate: Lhotse can integrate system data into existing processes to give relevant supplier recommendations based on...

This episode features Andrew NcNeile, Chief Customer Officer, ThinScale Technology. Andrew is responsible for sales and marketing operations. His team focuses on helping BPOs deliver endpoint security to bring-your-own-device (BYOD) employees through Secure Remote Worker. Secure Remote Worker allows BPOs to improve security, manageability of IT, and recruit agents from different locations, resulting in a better agent experience.   Background At the start of 2020, iQor had a stable, robust work-at-home solution in place, having deployed it years earlier to various domestic and offshore customer care programs. But as COVID-19 began impacting global operations in March of 2020, the company saw the demand for work-at-home solutions expand rapidly and took the opportunity to strengthen its infrastructure with a BYOD solution.   A large segment of iQor's work-at-home team now utilizes a BYOD work-at-home solution. We researched the marketplace for a technology enabling Work-at-Home employees to secure their personal PCs to work remotely as frontline agents for our clients' customer experience programs. We selected ThinScale Technology as our partner for BYOD endpoint security.  Need for Speed iQor needed to meet our client's needs while meeting our employee's need to work remotely during the pandemic. In the early days of COVID, iQor moved 18,000 employees to work-at-home in three weeks! An amazing achievement that preserved both the employee and customer experience.  BPOs who adopted an early relationship with ThinScale could make rapid transitions of agents to work-at-home, as mentioned above.  For example, in Trinidad and Tobago, iQor moved 95% of our team to work at home in a matter of days. The move was applauded by the Minister of Trade, Gopee-Scoon.  “iQor Trinidad Limited, a global Business Process Outsourcing (BPO) which offers support for several international telecommunication and retail companies, has managed to retain its employee base over 1,000 persons and has transitioned 95% of its workforce to work-at-home providing an internet allowance to support team members who required that extra support.” More Robust Recruiting iQor needed to expand recruiting beyond where the company has a physical presence (domestic, nearshore, and offshore) and into untapped labor pools in non-urban areas that offer equally irresistible talent looking for an opportunity to work from home. A survey in 2020 reveals that 51% of knowledge workers reported a productivity boost working from home during the pandemic with fewer meetings, no commute time, and less interruptions.  ThinScale worked with BPOs for more than one year before the pandemic to provide a validation link for the agent during the recruitment process. Agents download a validation link to their device, and they are ready to go. This allows us to recruit people who reside far away from our physical facilities. We can now recruit from remote towns with talent pools, allowing us to source agents at speed.  For example, iQor is a leader in seasonal staffing services for retailers, utilities, catalog companies, and other segments, with on average year-round teams representing roughly 3,500 employees. When holidays or events for a business drive customer interactions higher, iQor proactively grows the employee base by 164% in anticipation of the demand. This may not sound like much until you realize that's it's adding about 5,000 new employees who need to be experts on day one, bringing the total to over 9,000 employees for a window of time. And this can repeat itself throughout the year in planned and unplanned ways. With our secure work-at-home model, we're very efficient at quickly recruiting and onboarding frontline customer experience employees.  Non-Invasive to Employee's Device The ability for agents to configure their devices with Secure Remote Worker without physically installing software is very productive. A single link installer eliminates shipping costs and complex logistics. The agent simply clicks a link to install the ThinScale Technology Secure Remote Worker product, and they are available to work securely immediately.  Once an agent logs out, the agent is completely disconnected from all work-related functions, enabling the agent to fully disconnect and unwind from work. This is an example of iQor's commitment to creating happy employees.  Security  We needed to mirror security to the same level of security at iQor facilities as required by our clients. The Bring-Your-Own-Device solution allows iQor to leverage our agents' devices by temporarily using ThinScale's Secure Remote Worker platform to lock down a device. Once locked down, the employee cannot access personal programs or software and logs into iQor's secure cloud environment—the same environment accessed as when the employee is on-site.   Our Working Relationship Andrew says that working with iQor has been very cooperative from the beginning. Led by Tarn Shant at iQor, the relationship has been a sense of partnership. We've mutually built an operation that is working well for both of us.   Andrew's Fun At the time of this recording, Andrew had just returned from holiday, where he surfed in Ireland in cold weather in the rain. During non-COVID times, he loves to travel and enjoys skiing. He is also an avid reader and enjoys the theater.  Visit thinscale.com to learn more about Remote Worker Security.   Learn more about iQor digital customer experience capabilities.  Read the blog here. Watch the video here.

Welcome to the Action and Ambition Podcast! Joining us today is Robert Nickell, a real estate investor and serial entrepreneur in the business process outsourcing industry. He is the founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. He earned his BA in business and communications from Austin College in 2009. Don't miss out on this episode! You will learn a lot!

Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Rocket Station helps businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. When not helping clients build better businesses, you'll find Robert traveling the world or playing with his nephews in Dallas. Learn more about your ad choices. Visit megaphone.fm/adchoices

Rocket Station Rob Nickell, Rocket Station   – The Sharkpreneur podcast with Kevin Harrington and Seth Greene Episode 654 Rob Nickell Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. Robert started his career as an entrepreneur in real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team's strength in evaluating best practices and efficient ways to staff capacity has continued to propel Rocket Station. When not helping clients build better businesses, you'll find Robert traveling the world or hanging out with his nephews in Dallas.   Listen to this illuminating Sharkpreneur episode with Rob Nickell about his business, Rocket Station. Here are some of the beneficial topics covered on this week's show: ●    How having a mentor when starting an entrepreneurial journey can be priceless. ●    Why the pandemic forced businesses to move online efficiently as possible. ●    How business owners need to map out their day before hiring a team. ●    How Rocket Station can support any business and any task. ●    Why people who owner smaller businesses have more tasks to take care of.   Connect with Rob: Guest Contact Info Twitter @RocketStationVA Instagram @rgnickell LinkedIn linkedin.com/in/Robert-nickell Links Mentioned: rocketstation.com   Learn more about your ad choices. Visit megaphone.fm/adchoices

Abstract of the talk… More and more companies around the world are adopting SRE. Despite Google's great book series regarding SRE, there is no default implementation for SRE. Join me and watch me explain this by taking my home country as an example =). Bio… I work as a SRE for several customers at hcs-company.com . My past as network engineer in the global Business Process Outsourcing (BPO) business in combination with my studies and passion for getting things done has landed me in the SRE role. For me a perfect fit! From Business to Code, from Infrastructure to end-users. A great position where you get to see the big picture! Key take-aways from the talk… In this talk I describe that there is no singular way for implementing SRE throughout the world. Many company's have had structures in place for several decades that can make it several times harder (or easier) to implement SRE. In my talk I explain how I see SRE within the Netherlands, my home country.

Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest.Robert started his career as an entrepreneur in the real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team's strength in evaluating best practices and efficient ways to staff capacity have continued to propel Rocket Station. When not helping clients build better businesses, you'll find Robert traveling the world or hanging out with his nephews in Dallas.In this episode, Robert shares how he was able to build Rocket Station of nearly 1000 employees out of his frustrations as a business owner and how they now help their clients scale up through effective hiring, training, and outsourcing strategies. We learn that by defining and getting clear on what the problem is in the business, it becomes much easier from there to find solutions and work on creating systems and processes.This Cast Covers:Robert shares his own frustrations in running a business when he started out (2:42)How he discovered a crucial step he was missing in hiring, training and managing people that changed the game for him and his business (5:24)Coming up with a formula for success or a 4-step process for every client partner (5:40)How Rocket Station grew from zero employees to 800 employees  (8:21)Why most agency owners and employees waste their time doing the $10/hour tasks instead of focusing on the $2,000/hour tasks (10:03)Why having an extremely poor structure in your business makes it impossible to function 100%What you're really missing out on when you don't fire yourself from sales or admin tasks (14:53)How handing off administrative tasks can allow you to get back more emotional bandwidth and space to think more creatively (15:46)Growth in three categories: leads, win rate, client value (18:03)Robert walks us through the 4-step process they would do if they were ever to come in and help Sales Driven Agency (23:31)Step one: Discovery and alignment phase (28:00)Step two: Creating systems and process stack (28:40)Step three: Identifying what to delegate and outsource and finding a member that's going to fit into that role (30:06)Step four: Onboarding and accountability (31:25)Your employees are not an expense, they're an assetAdditional Resources:The Sales Driven Agency Rocket Station

Robert Nickell is the founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Fort Worth since 2013. Rocket Station helps small to mid-sized businesses with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest.   Robert started his career as an entrepreneur in the real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources.   Robert and his team’s strength in evaluating best practices and efficient ways to staff capacity have continued to propel Rocket Station. When not helping clients build better businesses, you'll find Robert traveling the world or hanging out with his nephews in Dallas.   Questions   Could you just share with us a little bit about your journey? In your own words, how it is that you got to where you are today? So tell us a little bit about if a client was to hire you to, let's say, you got a customer who is exactly where you were many years ago. What are some of the benefits that they would get? What are some of the things that they would need to do like maybe one, two or three things that maybe they're not doing that would help them to be more productive? What would maybe two or three recommendations that you have done in your own business or that you've seen other persons do that have really been able to still sustain a strong customer experience where your customers are advocates of your business? Some people genuinely feel like if they don't want jump in their car, or take public transportation and get physically to a location that the work can’t get done. Is that a recruitment issue or is that a leadership mind-set issue? How do they get over that hump to feel like the person is going to be just as productive if they were working from home? What’s the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or maybe something you read recently, but it still has a great impact on you. Could you share with us what's one thing that's going on in your life right now, it could be something that you're really excited about. But it must be something that you're either working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote or saying, it kind of helps to get you back on track or get you refocused. Do you have one of those?   Highlights   Robert’s Journey   Robert shared that he quit his first job out of college pretty quick, he thinks he only worked a traditional job for a couple years. And he decided that he wanted to be an entrepreneur, because he really wanted to control his own time, he wanted to be able to do what he wanted to do, with who he wanted to do. And he likes to travel as mentioned, so he wanted to be able to take vacations.   And so, he jumped right into entrepreneurship and as the bio mentioned, he started with real estate. And he thought that real estate was going to be the answer to his solutions and not being able to control his own time. And really what happened was, he just kind of became a slave to his business, he was a one man show, he was working 60, 70 hours a week and the only way he could do more transactions or make more money in real estate was just to work more hours.   And he'd kind of hit a wall, he'd kind of hit a breaking point because it wasn't, instead of his business serving the lifestyle that he was hoping to create, he was totally serving his business every single day. But he was lucky to have some really awesome mentors and some people who had built some amazing businesses and they just kind of showed him that there's opportunities to create a better business and there's a solution, you just can't do it all yourself.   And so he started trying to hire people and train people that were friends and family to work in his real estate business and that just didn't work very well. And he really struggled with that and then he tried to do traditional job postings and use the websites like ladders, and indeed, in all the ways that you can wise hire and all the different options that exists. And again, he failed at that. People came in and he would hire people that he dreaded driving into the office every single day because he felt like he had to tell people what to do all day.   And he mentioned having great mentors, and one of them really showed him that he was doing the process backwards. He was hiring people, throwing them at a problem and then hoping that they were just going to get to solve it. When really I needed to start with the end in mind, have systems, have processes, have structure around all the tasks that are happening every day. And then somebody knows exactly what success looks like and they can come in and really help.   He was just working too many hours, he needed some help, he tried the traditional hiring model, he failed with that over and over again. And so, he kind of started from scratch, started with building systems and processes, which he didn't really have enough of, then hired people and started doing that really well.   And today, they're just kind of taking those all the failings that he had early on and that most businesses struggle with. And they just solve all those problems. They like to think they're the easy button to productivity and efficiency.   Tips on How to Be More Productive   Me: So tell us a little bit about if a client was to hire you to, let's say, you got a customer who is exactly where you were many years ago. What are some of the benefits that they would get? What are some of the things that they would need to do like maybe one, two or three things that maybe they're not doing that would help them to be more productive?   Robert shared that he thinks the first thing is just be aware of where you spend your time all day. He can't tell you how many people they talk to that they don't really understand where they're spending their time. Because we all get busy, we have a lot of things going on. So when the phone rings, you answered, or when emails come through, we respond.   And so, usually entrepreneurs just have so much going on in there, they're putting out fires all day, but they're not super aware of all the things they're actually doing. So what they like to do is have people list out and write down kind of what they're doing all day. And that usually is a little bit hard for people right out the gate because we rarely take the time to slow down and think about what we're really doing.   And from there, now, it's a whole lot easier to identify tasks that really aren't worth your time, or it's not really the highest and best use of your time. And so if you start with awareness, then you can identify some of those tasks that are not great use of your time and effort, researching different opportunities, or finding solutions to those problems becomes a whole lot easier. So he thinks awareness is really the first step for anybody.   Me: And Business Process Outsourcing can be applied to any industry, correct?   Robert stated yes and that's what's really amazing about what's happened the last few years with the development of technology, most everything's done online, we're having this conversation online, there's Voice over IP phone systems, and everything sent through email and Cloud storage. So there's been a massive shift the last several years to outsource a huge percentage of operations just because it's so easy and simple to do that in itself, and it solves many of the problems that entrepreneurs face every day.   So, the pandemic kind of accelerated that process in a lot of ways because people were forced to work from home and think about things a little bit differently. But this has been going on for a while. And part of the reason why he likes Yanique’s show is because Yanique oftentimes really talk about the customer, like what it takes to really build amazing customer experience and the solutions behind that.   And there's just so many amazing tools and resources today that can really drive the customer service experience, which ultimately does nothing but improve the business and the bottom line.   Recommendations for Sustaining a Strong Customer Experience   Me: I'm glad you touch on that, because that was actually my next question. So you outsource to all of these different persons to improve productivity processes to make things smoother for your customer. Typically, in an organization, traditional organization, we're accustomed to having a mission and a vision and a set of core values and cultural beliefs. And people come into our building every day, or they're seeing their manager on a constant basis, they have like pow wows or monthly or weekly meetings, how do you bring all of that together when you are outsourcing with so many different things to take into consideration, culture, mind-set.   What would maybe two or three recommendations that you have done in your own business or that you've seen other persons do that have really been able to still sustain a strong customer experience where your customers are advocates of your business?   Robert stated that it's a great question because most people think about outsourcing as just like a tool that is over there, it's not tangible. And for them that, there's lots of ways you can outsource. But for them, what they believe makes the process successful is they try to replicate all the things that you just mentioned, culture, intimacy meetings, alignment, transparency, communication, all of those things that seem to just happen in an office, you can replicate the exact same things with virtual teams.   So the way they work with dedicated staffing, so it's same people showing up to work, but dedicated to your company, so they're not working on multiple accounts, or multiple companies, they are a dedicated staffing model. So that makes it a little bit easier for them to create and replicate some of the things you're talking about.   So, they help facilitate from their company, the first thing that they do is they document all your systems and processes so you have complete alignment and transparency in what's happening in the organization, but that also creates the task maps and the job descriptions.   So the team members that are placed have very specific roles and swim lanes and if they're doing customer service and customer support, they've got their scripts built, they’re dedicated to your company and it's going to function exactly like a W2 would. And with technology and tools today, it makes it super easy to replicate the rhythm that you get within an office, all of their teams check in the morning as soon as they get there you exchange pleasantries, you have all the same normal conversations, whether that's in Zoom, they use Zoom as a company, a lot of their clients use Slack or Skype or Salesforce or Custom PHP programmes, whatever it is.   They integrate their teams into your organization, and they should be a part of your weekly meetings, they should be a part of your monthly reviews, they should have KPIs the exact same way that all employees should have KPIs. And they believe that you should manage to those outcomes and those numbers and not have to micromanage task. And if you go about that the right way, by building systems and processes, documenting everything that happens on the front end, now you can set expectations for what task management looks like.   And culture for him is just when you've got a team that understands exactly what's expected of them, and everybody's performing to expected outcomes, and you have success. Now, culture is going to be amazing in the organization. So there's lots of ways that you can replicate the office experience in a virtual environment and that's part of what their teams do is help you set up every step of the process, and they never leave you, they stay with you for the life of the account.   And the purpose of that is to do exactly what you're talking about, to replicate amazing culture, you talk about having raving fans and improving net promoter scores, that comes from a very efficient aligned organization.   And today, it's easier than ever to be able to create that process and it's not only doable, but that's what the expectation should be, whether your teams are working in office, or they're working virtually, and you're outsourcing customer service, or any of the other tasks within the business, you can totally recreate and replicate culture the exact same way you can in an office.   Being Productive While Working From Home   Me: Okay, so it's very possible, as you said, to replicate it in a virtual space. Now, let's talk about on a granular level, employees, because this is a question that I get all the time clients, for example, “You want us to go virtual and we're expected to work remotely. Yes, it can improve productivity, and definitely efficiency, maybe even save us some money. But what if the persons that we're sending to work at home are not disciplined enough, they need a structure, they need to come in to an office space.” I think some people genuinely feel like if they don't want jump in their car, or take public transportation and get physically to a location that the work can’t get done.   Is that a recruitment issue or is that a leadership mind-set issue? How do they get over that hump to feel like the person is going to be just as productive if they were working from home?   Robert asked if he’s hearing correcting, if it’s that's a leadership issue or if that's a recruitment issue, the answer, he thinks is yes. He thinks it's both of those things, if you have the right team members in play, and we all work a little bit differently.   They leverage a tool in their organization called Culture Index and the idea of that tool is a couple things, it's not just to identify 10 trends within personality so that we can really understand each other, but it's also so that we can communicate and coordinate and, and communicate efficiently within the organization. And that's on more the recruiting side having the right people in place but all of us operate a little bit differently and you're talking about people needing structure, if you're going to be forced to work from home, then you need to just try to replicate some structure.   For example, like their team’s the same way, they had to reset expectations, working hours are exactly the same and same with dress code because you've got to get on team meetings and calls periodically throughout the day and week, and interact with customers and clients like dress codes, the same the same expectations about having a dedicated working station where there's no food and drink, and you don't eat at the desk, and during calls and those types of things.   So that’s definitely, both of those things. But he thinks what's really happening is we're going to have this hybrid working model, where he has got an office in Dallas where W2’s come in, and they work out of the office, and they have an option whether or not they can come in.   And then he has a group of people who basically never come in and he has a group that comes in consistently because they need what you're talking about. But with their virtual teams because most of their teams are based in the Philippines, they all have dedicated workstations and it's just part of the process that they create, but for their US based staff, they're really trying to put the right leadership in place with the right team members underneath them, but then give them the option based on what they need to be successful whether they need to come into the office or not.   And he thinks you're going to see both smaller organizations have to make that adjustment the same way Facebook and Chase Bank and all these companies are releasing statements saying that that's exactly what they're going to do, is just adopt a hybrid model for now.   Because some people if you're going to hire somebody and they need the structure that you're talking about, great. Or often times, some of their team members, they have kids and they don't have the ability with kids at home right now to have workstations that aren’t going to be interrupted and background noise and pets and those types of things. So he thinks what's really going to happen is you're going to continue with this hybrid model where you'll have some part of your workforce in an office and a large part of it will you'll never see or never have to come in.   Me: Great, very good answer. I think I totally agree with you; you definitely need a blended approach because we're just not there yet where everybody can just fit into that cycle that we're trying to create. So I totally agree with you.   App, Website or Tool that Robert Absolutely Can’t Live Without in His Business   When asked about online resources that he can’t live without in his business, Robert shared that for them, they're totally dependent upon Zoom right now. So, they use Zoom as their voice over IP phone system so all of their team members, they have a phone system that functions just like landline phones, but it's done over Zoom that also has their chat feature where all of their teams and groups are in Zoom chatting all day.   And that's one of the reasons why they have such great communication is they really put a lot of structure and expectations on their team about the way they communicate and how often they do, they over communicate as an organization so that's mostly done in Zoom. And then it's also their video conferencing tool, so they do their weekly team meetings that are happening right now in the conference room next to each department on Mondays goes through all of the weekly updates. And the same thing on monthly calls that's done on the video calls with Zoom as well.   So they used to use three different tools, they had Ringcentral as a phone system, they had Slack as their chat tool, and then they had Skype as their video tool. And Zoom has replaced all three of those tools and gone into one box, and they would be pretty lost without it right now.   Me: Wow, that's brilliant. And they clearly saw the need in the market. They really evolved, I must say, because I used to use them before the pandemic and I have a few clients here in Jamaica that use them for online training. And when I look at the interface to what it was, let's say two, three years ago, it's like day and night, they really have put a lot of energy and as you said, the pandemic force a lot of persons to accelerate. I was reading an article yesterday that said; Target’s 2030 goals became their 2020 goals just because of what was happening globally. So, a lot of organizations definitely had to just make that shift very quickly.   Robert shared that that's also why competition is good, because it forces people into growth and Zoom hadn't had much competition or much requirement for a last long time. And so, it’s a stagnant programme, he totally agree, it wasn't very good. But now Microsoft Teams is creating a tool that's very similar, Salesforce is trying to compete because they're blending all tools together and so as a result, Zoom had to really step up their game based on the demand and the needs of all of us as their clients. And so, they really have progressed a ton.   And to Yanique’s point, he doesn't think the pandemic really changed anything that was going to happen; he thinks it just accelerated what was inevitable really quickly. Their goals changed as well, because this concept of work from home and outsourcing now makes a lot more sense to people just because they had to live it and experience it the last year. And so, he’s so ready for the pandemic to end but it's been fun to see how fast people have been able to change and adapt.   Books That Have Had the Greatest Impact on Robert    When asked about books that have the biggest impact, Robert shared that what really set him up for success was a book called The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It by Michael E. Gerber. And he talks about the ability to work on your business instead of in your business every day and he describes that as a technician, the person who is actually responsible for all the day to day tasks and all the things that have to be done. And if you're always a technician, then you can never actually have the business that you really want. So that was super powerful for him was to understand the impact that systems and processes and really clear structure could have on the business. And so, E-Myth by Michael E. Gerber was huge as one of the first books he read, business books that had just the massive impact.   And most recently and it's been on his shelf for a while, and I read it every single year, it's Principles: Life and Work by Ray Dalio. Ray's skill sets are kind of the opposite of what his are. He’s great at sales and client facing or customer engaging activities, he likes to be travelling and on the road and engaging with people. And so, his natural skill sets have never been around the structure and the clarity of operations and how to build a really successful business that's sustainable, and Principles by Ray Dalio just has so many amazing different topics in there that for him, it's an annual read for him at the beginning of the year, every single year, and he learns something new every single time.   What Robert is Really Excited About Now!   Robert shared that leadership and inner personal development is a huge thing, not just for his life, but for their teams as well. And so, what he’s most excited about is for what they're working on, it's both personal and their team members, it's their community projects and it's mostly what they have going on the in the Philippines, they call it Rocket Station Cares. And there's just so many different ways that they're supporting and developing communities, both from school service and donation and activities that they're doing to provide for school children all across the Philippines to medical service that their teams are providing and just resources that they're continually providing to the communities to do community engagements totally outside the company.   It's just service, selfless acts of service that they're setting up for their teams to be able to volunteer and participate in and it's just been such an amazing thing. And the better their company does, the bigger that platform of Rocket Station Cares becomes.   And so for him, that's what he’s most excited about what they're working on, because that's what it's really all about to him is their ability to give back to the community and do some amazing things for people that is totally outside of themselves and their personal goals. And so, Rocket Station Cares is what he’s most excited about right now.   Me: Very nice, Rocket Station Cares. It kind of reminds me of my vision for my business, which is, “To create a more caring world,” which came from the cartoon the Care Bears, I don't know if you remember that cartoon when you're little if you used to watch it.   Robert shared that their mission statement as a company is, “Enhanced lives through better business,” because that's kind of similar to what you're talking about, it's kind of what it's all about.   Where Can We Find Robert Online   Website – www.rocketstation.com   Robert shared that there's lots of great information on their website, they've been fortunate to be able to get some endorsements and work with some of the shark tanks and some other great companies. So there's lots of great information on the website, it's just www.rocketstation.com.   But what most people, when you hear about outsourcing or you're thinking about your business, it's something that you get and you understand, you just don't know exactly how that applies to you and your business and what steps you should be taking and how that works.   And so, he'd be happy for their development team to spend some time with anybody that's interested in just having the conversation, it doesn't matter if you hire their teams or not, there's no obligation. But on the website, there's a scheduled time now button and if anybody who's interested at all, just schedule some time with their team.   Again, there's no obligation to sign up for their services or anything like that but just to build a roadmap and kind of understand how this could affect you and apply to your business, just hit that scheduled time now button and their development team will spend 30, 45 minutes and answer any and all questions anybody could come up with and if that was a great solution for your business, they would love to work for you. But if it's not a good solution, it's no big deal at all, happy to answer questions.   Quote or Saying that During Times of Adversity Robert Uses   When asked about a quote or saying that he tends to revert to, Robert stated that he doesn't know if it's really be coming off the top of his head. But he has learned in so many different ways from the Tony Robbins stuff and the Darren Hardy, he spent a lot of time with both. But the real message that he tells himself consistently is, “I'm responsible for everything.”   So whatever he believes to be true, comes. So whenever he’s happy, it's a choice. Whenever he’s sad, it's a choice. Whenever they're having success, it's because the choices he has made. Whenever he has had failures, it's because the choices he has made. So, whether things are good or bad, he just tries to look in the mirror and say, “It's your choices and your actions, you're responsible for everything.” So, just kind of a personal mantra that he has that it's to be responsible and take ownership of all things that are in his life.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It by Michael E. Gerber Principles: Life and Work by Ray Dalio   The ABC’s of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Is the business of business - business? Jehan, CEO of Informate, would have to disagree. Informate is a Business Process Outsourcing (BPO) provider which pioneers unique industry systems and innovative models for BPO’s, under the John Keells group in Sri Lanka. Today we I to Jehan about some of the incredible work that they have done. One project Jehan holds particularly close to his heart, is the Rural BPO Project which involves taking BPO jobs to rural areas so that the youth do not have to migrate to urban areas for work. Utilising SAP servers, the work is distributed through the internet to eliminate the need to migrate.The advent of the internet has levelled the playing field and has helped reimagine the concept of work as we know it - essentially demolishing the barriers of time and location. Invest in your self and explore new learnings, click here and register your details to find out how Ultimate Access can be your learning partner.Informate even offered training to youth on SAP and accounting skills to ensure that their work meets the standards required. But saying that they offered simple training sessions would be a huge understatement. The mentoring process undertaken has been so effective and empowering that the youth in these remote villages have gone on to start a completely new business model where the business is owned by the employees themselves. This new BPO, called Ontime has even intrigued the Minister of Finance of Sri Lanka prompting a visit by him.Jehan says that the focus going forward is going to be on upskilling the youth to improve their communication and interpersonal skills so that they can take on wider roles.The concept of Impact Sourcing, which involves considering more than just cost and quality while selecting a supplier, is of paramount importance in the same context.Organizations of the 21st century should also consider the social benefits positive impacts and externalities created by the suppliers they select. For example, companies in the UK could outsource their work to Sri Lanka, giving them a high quality service at low cost, while creating jobs and transforming lives in the rural areas of the country.He shares with us the amazing impact the project has had by narrating an experience where he would visit the rural areas where the youth he found were working on SAP. The benefits of running such programs are only magnified by the fact that 90% of employees are women, and their senior leadership positions are predominantly held by women.Jehan concludes by saying that other countries can adopt this model to make a difference and that business leaders can positively impact their communities.He urges the listeners to consider the local impact sourcing from Sri Lanka, which incidentally, is already one of the largest pools of accounting talents in the world.  

Press Play for:  The Value of Experience Why you need to go ALL IN if you are an entrepreneur The difference between being a Leader and being a Manager The Number 1 Mistake companies make in the hiring process How your business can become more efficient by enhancing other’ lives Three steps that employers can take to make the hiring process a success The Power of having the right Team in place   We Meet:  Robert Nickell - Rocket Station Virtual Teams   Straight Truth: For an entrepreneur, the individuals that are in your inner circle you should pull on their wisdom and their genius because there's no possible way that you can think of every contingency on your own.    Episode References: Rich Dad Poor Dad Book - https://www.amazon.com/Rich-Dad-Poor-Teach-Middle/dp/1612680178 E myth by Michael Gerber - https://www.amazon.com/Myth-Revisited-Small-Businesses-About/dp/0887307280 Kingsley Charles - http://www.wealthyceo.com/ Liberty Lockdown Documentary - http://www.libertylockdown.com Rocket Station - http://www.rocketstation.com   Connect: Connect with Rick: https://linktr.ee/mrrickjordan Connect with Guest:  https://rocketstation.com/   Subscribe and Review to ALL IN with Rick Jordan on iTunes Subscribe and Comment on CastBox Subscribe on Google Podcasts or Google Play Follow on Spotify Subscribe and Review on Stitcher   About Guest: Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest.   Robert started his career as an entrepreneur in the real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team’s strength in evaluating best practices and efficient ways to staff capacity has continued to propel Rocket Station. When not helping clients build better businesses, you’ll find Robert traveling the world or hanging out with his nephews in Dallas.

Press Play for:  The Value of Experience Why you need to go ALL IN if you are an entrepreneur The difference between being a Leader and being a Manager The Number 1 Mistake companies make in the hiring process How your business can become more efficient by enhancing other’ lives Three steps that employers can take to make the hiring process a success The Power of having the right Team in place   We Meet:  Robert Nickell - Rocket Station Virtual Teams   Straight Truth: For an entrepreneur, the individuals that are in your inner circle you should pull on their wisdom and their genius because there's no possible way that you can think of every contingency on your own.    Episode References: Rich Dad Poor Dad Book - https://www.amazon.com/Rich-Dad-Poor-Teach-Middle/dp/1612680178 E myth by Michael Gerber - https://www.amazon.com/Myth-Revisited-Small-Businesses-About/dp/0887307280 Kingsley Charles - http://www.wealthyceo.com/ Liberty Lockdown Documentary - http://www.libertylockdown.com Rocket Station - http://www.rocketstation.com   Connect: Connect with Rick: https://linktr.ee/mrrickjordan Connect with Guest:  https://rocketstation.com/   Subscribe and Review to ALL IN with Rick Jordan on iTunes Subscribe and Comment on CastBox Subscribe on Google Podcasts or Google Play Follow on Spotify Subscribe and Review on Stitcher   About Guest: Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest.   Robert started his career as an entrepreneur in the real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team’s strength in evaluating best practices and efficient ways to staff capacity has continued to propel Rocket Station. When not helping clients build better businesses, you’ll find Robert traveling the world or hanging out with his nephews in Dallas.

Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. Robert started his career as an entrepreneur in real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team’s strength in evaluating best practices and efficient ways to staff capacity has continued to propel Rocket Station. When not helping clients build better businesses, you’ll find Robert traveling the world or hanging out with his nephews in Dallas.Rocket Station is a leading business process outsourcing provider for innovative companies. We hire and train top virtual teams to help our clients launch an efficient, scalable & profitable business with an ultimate focus and goal to deliver a world-class customer experience.Rocket Station ability to deliver outstanding results for our clients starts with our team of experts. Each of our team members have over at least 10 years of experience in Business Process Outsourcing, Virtual Staffing, Customer Service, Business to Business Solutions, Project Management, Small Business Support, Lead Generation and more.How to Reach Robert and Team: https://rocketstation.com/Hope you find value in this. If so please provide a 5-star and drop a review. Complimentary Edwards Consulting Session: https://calendly.com/jordan-555/collaboration-call

Robert Nickell, Founder, and CEO of Rocket Station joins Jim and Dave to chat Virtual Assistants and use them to enhance SEO. Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. Robert started his career as an entrepreneur in real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team’s strength in evaluating best practices and efficient ways to staff capacity have continued to propel Rocket Station. When not helping clients build better businesses, you’ll find Robert traveling the world or hanging out with his nephews in Dallas.

Robert Nickell, Founder, and CEO of Rocket Station joins Jim and Dave to chat Virtual Assistants and use them to enhance SEO. Robert Nickell is the Founder and CEO of Rocket Station, the leading provider of outsourced staffing and process management for the Business Process Outsourcing (BPO) industry. Operating in Dallas Ft Worth since 2013, Rocket Station helps small to mid-sized businesses hire virtual teams with efficiency and profitability. Simplified staffing allows operators to focus on core competencies and outsource the rest. Robert started his career as an entrepreneur in real estate industry which has positioned him to support many real estate entrepreneurs and established firms who are struggling with staffing and human resources. Robert and his team's strength in evaluating best practices and efficient ways to staff capacity have continued to propel Rocket Station. When not helping clients build better businesses, you'll find Robert traveling the world or hanging out with his nephews in Dallas.

As South Africa looks for growth engines in the wake of the Covid 19 cataclysm we often talk of infrastructure as the major lever we have to pull. But another industry is flying quietly under the radar and could offer some more hope in a country desperately searching for small economic miracles. Business process outsourcing. The name doesn’t conjure the same sexy images of Roosevelt’s New Deal but in a recent McKinsey report the consulting firm noted that South Africa has been voted the second most attractive Business Process Outsourcing (BPO) location in the world for three years in a row. Michael Avery speaks to Ambassador Sadick Jaffer, of Invest SA, the government department responsible for investment promotion; part of the Department of Trade Industry and Competition; Tanya Cohen, coordinator for the Public Private Growth Initiative; & Andy Searle, CEO of BPESA, the industry body for the Global Business Services Sector in South Africa.

Are you familiar with Qualfon? Do you know what the term BPO means? If you answered no to either question, this is the podcast for you. Hear from Mike Marrow, Chief Executive Officer, as he gives listeners a masterclass on the evolution of the BPO industry, including the history of Qualfon. Hear from three BPO veterans as they dive into the ins and outs of the industry as it relates to people, processes, and technology.

Our last guest of the season is the protype Haitian who has returned back to Haiti and has launched a series of businesses in the country that has not only lead to his own personal success, but 450 jobs and counting.  Duequesne Fednard is gracing us with what really is a lecture on entrepreneurship in Haiti, and it is with great pleasure to share the countless nuggets of info with everyone listening to the Podcast. A bit more on our guest: Duquesne is a serial entrepreneur whose experience encompasses finance, management, operations and engineering in both start-ups and established enterprises in developed and developing countries. Present and past positions include CEO of D&E Green Enterprises, CEO of B2D S.A, Director of Cetemoh Digital Center, the sole Business Process Outsourcing (BPO) center in Haiti, Director of NYC Business Solutions at Wildcat Service Corporation, and Vice President at Perfection, one of the largest machine shops in Haiti. He is an Ashden award winner, an Ashoka fellow and past Digicel Haiti Entrepreneur of the Year, and he is a member of Clinton Foundation and the European Environmental Foundation. He holds a master’s degree from Columbia University in International Affairs and bachelor’s degree in Management Information Systems (MIS) from State University of New York. As the CEO of D&E, he successfully managed several donor grants and loan programs from USAID, UKAid, IADB, World Bank and United Nations.

Business Process Outsourcing (BPO) firms have been hit hard by the COVID crisis, directly impacting their clients who outsourced work to these firms.   In this episode, Michael Marchuk talks with Fabiano Lopes from Alix Partners about how a digital workforce can support clients looking to bring back work from BPO providers who may not be able to support the work as well as how clients should be looking at outsourcing now that this digital workforce has become more available.   Here’s what we talked with Fabiano about: * The impact of COVID-19 on the business process outsourcing industry and the way that firms are looking at their labor mix * The decisions for bringing back work using onshore and digital labor * Reviewing the mix of onshore, offshore, and digital workers as we move towards the “next normal” * How organizations can make the most of this opportunity to implement a digital workforce * How companies can link automation via the digital workforce to their corporate transformation goals   To ensure that you never miss an episode of Generation Digital Workforce, be sure to subscribe!

Your customer is based locally, and you deal with someone who works just a few streets away, or in another part of town.But the person who receives and handles your invoice is in a Business Process Outsourcing (BPO) centre elsewhere, such as India, Philippines or Malaysia.How can you manage these disparate relationships in a way that ensures you still get paid on time?Listen to RIABU experts Simon Littlewood and Mark Laudi address the challenges and explain what you can do about it.

Outsourcing podcast Get the full show notes for this outsourcing podcast here:outsourceaccelerator.com/189   Anthony Bowers Anthony Bowers, founder and CEO of Tallant Asia joins Derek to discuss the reasons why  he was captivated into the BPO business. Tallant Asia is a Business Process Outsourcing (BPO) company, based in Cebu City, Philippines.  The company helps offshore businesses build a remote team to perform non-core tasks. business. Tallant Asia Tallant Asia services companies around the globe with highly skilled staff. They build teams for companies in various back office functions. This includes roles such as software development, accounting, payroll, virtual assistants and more. We are focused on building dedicated skilled teams that are entirely committed to our client accounts.   References outourceaccelrator.com/189 info@tallant.asia   Start Outsourcing Outsource Accelerator can help you transform your business with outsourcing. Get in touch now, or use one of the resources below.   Business Process Outsourcing Get a Free Quote - Connect with 3 verified outsourcing experts & see how outsourcing can transform your business Book a Discovery Call - See how Outsource Accelerator can help you enhance your company's innovation and growth with outsourcing The Top 40 BPOs - We have compiled this review of the most notable 40 Business Process Outsourcing companies in the Philippines Outsourcing Calculator - This tool provides you with invaluable insight into the potential savings outsourcing can do for your business Outsourcing Salary Guide - Access the comprehensive guide to payroll salary compensation, benefits, and allowances in the Philippines Outsourcing Accelerator Podcast - Subscribe and listen to the world's leading outsourcing podcast, hosted by Derek Gallimore  Payoneer - The leading global B2B payment solution for the outsourcing industry   About Outsource Accelerator Outsource Accelerator is the world’s leading outsourcing marketplace and advisory. We offer the full spectrum of services, from light advisory and vendor brokerage, though to full implementation and fully-managed solutions. We service companies of all sectors, and all sizes, spanning all departmental verticals. Outsource Accelerator’s unique approach to outsourcing enables our clients to build the best teams, access most flexible solutions, and generate the best results possible. Our unrivaled sector knowledge and market reach means that you get the best terms and results possible, at the best ALL-IN market-leading price - guaranteed.   About Derek Gallimore Derek’s blend of extensive international business and travel experience means that outsourcing came relatively naturally to him. Derek has been in business for over 20 years, outsourcing for over seven years, and has lived in Manila, Philippines – the world’s outsourcing capital – for over five years. Outsourcing is one of the biggest game-changing opportunities presenting both business, and the world today! Derek is passionate about spreading this message and encourages as many people to properly investigate the possibilities. Book a call with the OA team now -> https://outsourceaccelerator.com/meet-consult/

A Springboard your Virtual University multimedia educational broadcast on Sunday 20th July 2014 with host Rev. Albert Ocran.

Valrie Grant is the founder and Managing Director of GeoTechVision and Executive Chairman of Marlie Technology Park Ltd. As an Entrepreneur, she has received several recognitions and awards including most recently, The Leader Worth Following Award from Leadercast Kingston, 2018 in association with Jamaica Chamber of Commerce. Show  Notes: In this current age, geospatial technology comprises a broad range of tools including map making, Geographical Information Systems software for data analysis, remote sensing imagery Global Position Systems, and Internet mapping applications such as Google Earth and satellites for precise location and positioning. Operating in a male dominated space within the sphere of geospatial technology, Founder and Managing Director of GeoTechVision, Valrie Grant, is a shining example for entrepreneurs within the region particularly, women entrepreneurs. As she blazes the trail in the area of what we can dub the 4th industrial revolution, the first woman in the region to operate within this space is not comfortable with just being the ‘first'. She is hell bent on making her indelible mark. In a podcast interview for The Entrepreneurial You, Valrie said geospatial technology is “all about location, being an element of everything that we do…most of the problems that we will ever face have a geographical component…it is a cross-cutting piece of technology or solutions affecting many areas of our lives without us knowing it”.  A Geologist by training, Valrie accidentally got involved in geospatial technologies by the advice of a friend. Since then she has been in the industry for about 18 years now. Her latest project is the Marlie Technology Park. She describes this as that which is shaping a smarter future. The well-manicured, gated 68-acre property is well-manicured and smacked in Old Harbour surrounded by the beautiful mountain range. “An innovative new force in the Caribbean, a true tech park in every sense of the word. I have a vision to transform the park into a world class environmentally responsible tech park that will drive regional growth and innovation”, Valrie says. With partners including Google and IBM, the Marlie Technology Park will be retrofitted to have, among other things, 3,000 Business Process Outsourcing (BPO) seats; 2,000 seat Conference Hall; light manufacturing including assembling Geo-tablets in Jamaica; a Boutique hotel, Tech Adventure Park featuring Virtual and Augmented Reality innovations; Women in Tech Centre. Listen to this episode of The Entrepreneurial you podcast to learn more about geospatial technology. RESOURCE TO PEAK YOUR PERFORMANCE  Connect with Valrie Grant  Get a FREE Geo Table by sending us an email. The first person will be selected. Website Facebook Twitter Instagram LinkedIn Visit our Sponsor: Jamaica Stock Exchange

iQor, a global provider of customer care and interactions, and Business Process Outsourcing (BPO) solutions, released the results of their “Customer and Product Experience 360” survey focusing on early adopters of connected devices like smart refrigerators, thermostats and speakers. Autumn Braswell, iQor’s Chief Operating Officer, shares a few of the key findings of the survey, and how growing expectations for using connected devices are forcing companies to up their game and provide better customer experiences and journeys in order to keep them excited about the potential these devices have.

Business Process Outsourcing (BPO) is not a particularly new idea. Even its most recent incarnation dates back to the late nineteen eighties. However, in the intervening years two things have combined to make the broad concept of process and function outsourcing the most pervasive arrow in the quiver of large and small businesses alike. The first enabler was the advent of the truly global economy; another old idea given new reality in the post “cold war” political environment. The second was the universal enabler- the explosive technological advances that accompanied the internet revolution. Listen to Jim Treleaven, CEO  of Via Strategy Group, LLC, Hans Peter Bech, CEO of TBK Consult and Jim Yates, CEO of Network Magic discuss Managed Services their strengths, pitfalls and how they are force multipliers

Business Process Outsourcing (BPO) is not a particularly new idea. Even its most recent incarnation dates back to the late nineteen eighties. However, in the intervening years two things have combined to make the broad concept of process and function outsourcing the most pervasive arrow in the quiver of large and small businesses alike. The first enabler was the advent of the truly global economy; another old idea given new reality in the post “cold war” political environment. The second was the universal enabler- the explosive technological advances that accompanied the internet revolution. Listen to Jim Treleaven, CEO  of Via Strategy Group, LLC, Hans Peter Bech, CEO of TBK Consult and Jim Yates, CEO of Network Magic discuss Managed Services their strengths, pitfalls and how they are force multipliers

Business Process Outsourcing (BPO) is not a particularly new idea. Even its most recent incarnation dates back to the late nineteen eighties. However, in the intervening years two things have combined to make the broad concept of process and function outsourcing the most pervasive arrow in the quiver of large and small businesses alike. The first enabler was the advent of the truly global economy; another old idea given new reality in the post “cold war” political environment. The second was the universal enabler- the explosive technological advances that accompanied the internet revolution. Listen to Jim Treleaven, CEO  of Via Strategy Group, LLC, Hans Peter Bech, CEO of TBK Consult and Jim Yates, CEO of Network Magic discuss Managed Services their strengths, pitfalls and how they are force multipliers

Business Process Outsourcing (BPO) is not a particularly new idea. Even its most recent incarnation dates back to the late nineteen eighties. However, in the intervening years two things have combined to make the broad concept of process and function outsourcing the most pervasive arrow in the quiver of large and small businesses alike. The first enabler was the advent of the truly global economy; another old idea given new reality in the post “cold war” political environment. The second was the universal enabler- the explosive technological advances that accompanied the internet revolution. Listen to Jim Treleaven, CEO  of Via Strategy Group, LLC, Hans Peter Bech, CEO of TBK Consult and Jim Yates, CEO of Network Magic discuss Managed Services their strengths, pitfalls and how they are force multipliers

The Passionate Entrepreneur talks with Bob Barrow of Innovative Corporate Solutions, a Business Process Outsourcing (BPO) company about how to increase productivity and efficiency by focusing on your core business and outsourcing the rest! Are you spending too much time on the administrative part of the business? Would you like to focus on what you do best? Bob talks about the advantages with a BPO and how it compares to a Professional Employer Organization (PEO) Listen, Learn and Enjoy! Check out Bob Barrow's website is: www.ICS-BPO.com website: Bumper music provided by Bryan Hunley of New Whyne Music E3C Links: www.BetterSalesandProfitsNow.com (company website) www.twitter.com/KenE3C (Twitter) www.my-business-community.com (community website) www.E3C.typepad.com (blog) and www.E3C.podOmatic.com (podcast) www.E3CPassionateEntrepreneur.pbwiki.com (wiki) www.mybusinesscommunity.ning.com (business social network)