Opinion
Latest News  
Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new demands and beat various challenges.

 Read Full article »
EY: Work-life balance has become more difficult to be managed by one third of full-time employees in 8 large countries

EY's global survey of full-time workers in eight countries finds that one-third say managing work-life has become more difficult, with younger generations and parents hit hardest.

 Read Full article »
Thierry Blain, SG EBS: Bringing teams to the next level

The journey of Societe Generale European Business Services began with the need for a strategic location to sustain and transform European operations of Societe Generale Group. The purpose was, from the early days, to deliver high-added-value services in various fields of activity for France and European entities of the Group. Since its creation in early 2011, SG EBS encountered a very fast growth to reach 1000 employees after less

 Read Full article »
TELUS International Europe: Issue 3 - Customers First magazine! Strategy and innovation in travel and hospitality

The third issue of our Customers First magazine is now available! The latest edition is all about travel and hospitality, featuring insights from industry experts and top brands like JetBlue, Turo, Joie de Vivre, Lux* Resorts and Hotels and more. Grab the PDF. Or read it online  Read Full article »

TELUS International Europe: How the travel and hospitality industry can get ahead with omnichannel customer service

For companies in the travel and hospitality industry, having an omnichannel strategy is becoming critical to compete in a complex market of both traditional and high-tech players

 Read Full article »
TELUS International Europe: Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

Personalization is no longer a gentle undercurrent for businesses looking to compete in today's fast-paced marketplace; it's more like a rip tide threatening to pull those who are too slow to adapt into an undertow

 Read Full article »
TELUS International Europe: E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Modern technology has given us the ability to quantify almost every action, including those taking place in the contact center. By monitoring and measuring business activities, companies have a greater ability to control costs, manage their workforce and ensure an exceptional customer experience in every interaction

 Read Full article »
TELUS International Europe: Three ways travel and hospitality contact centers can localize the customer experience

Flight delays. Booking or check-in problems. Regional, cultural and linguistic differences. The travel and hospitality business can be a perfect storm for contact centers offering both added challenges and unique opportunities

 Read Full article »
TELUS International Europe: How travel and hospitality brands are using data to improve the customer experience

From airline bookings, to hotel check-out, to the various customer service interactions that take place along the way, few industries have as many customer touch points — and expansive customer data — as the travel and hospitality business

 Read Full article »
TELUS International Europe: How fast-growing companies can use outsourcing to scale business

In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources

 Read Full article »
TELUS International Europe: Turning a satisfied customer into a loyal customer – Q&A with a hospitality expert

Leonardo Inghilleri literally wrote the book on customer service in the hospitality industry - and an international bestseller at that.

 Read Full article »
TELUS International Europe: How Millennial call-center agents can better serve the aging population

With the number of seniors expected to reach 20.9 percent of the population by 2020, call centers are being increasingly confronted with the challenges of serving an aging population.

 Read Full article »
TELUS International Europe: Launching your first customer support outsourcing project? Avoid these eight pitfalls

When properly planned, outsourcing your customer support can bring a boost to your business. It can help expand operations, reduce costs and even improve customer relationships

 Read Full article »
TELUS International Europe: Four questions start-ups should ask when considering contact center outsourcing

Success can happen fast in the tech world. Six years ago, Snapchat was just a young start-up that made a time-sensitive messaging platform. Now it's valued at $20 billion

 Read Full article »
TELUS International Europe: How to defuse a difficult customer service situation with email support

The following contains excerpts from TELUS International's white paper "The workhorse of the contact center: Optimizing email for the modern customer service environment." Download the free paper to find out how to make the most of your email support program

 Read Full article »
TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

 Read Full article »
TELUS International Europe: Fintech for the aging population: What to consider when developing more age-inclusive apps and customer service

There's a seemingly infinite number of mobile and desktop fintech applications that have hit the market over the past couple of years, offering platforms that run the gamut of financial services — promising better wealth management, smarter investing, lower interest rates and management fees, easier charitable donations, peer-to-peer payments and more

 Read Full article »
TELUS International Europe: Three considerations when outsourcing your voice-based customer support

When you think of contact center outsourcing, what's the first image that comes to mind? Chances are, it's one of those shiny stock photos of smiling agents talking on headset-style phones.

 Read Full article »
Three areas where fintech start-ups are revolutionizing the customer experience

With advancing technology and increasing customer expectations, it's getting harder and harder for traditional banks and financial planners to stand out from the crowd in the minds of consumers

 Read Full article »
To chatbot or not? Can automation boost response time and consumer trust?

Imagine this common scenario: A dissatisfied customer takes to social media to complain about receiving terrible customer service from a brand

 Read Full article »
In a connected world, agent experience drives customer experience - guest post by IDC and TELUS International Europe

Guest post by Mary Wardley, Vice President, Customer Experience: Customer Service and Contact Center Solutions, IDC IoT initiatives are on the rise. As organizations embrace this game-changing technology, it continues to impact their ability to compete effectively in a digital worl

 Read Full article »
Building on a career

How do you build a career in the new world of tech and computer science? How do people of so many skills and nationalities find their place in the same work ecosystem? How do they manage to individualize themselves so they can evolve and move up in their career?

 Read Full article »
Five of the biggest technology decisions and trends facing contact centers today

Technology is enabling contact centers to do more than ever, but disruption rarely fails to bring about a new and unique set of problems. For the customer, incredible things can happen when service and technology work together in concert. Yet there are decisions to be made along the way, and it's up

 Read Full article »
Brexit – the potential impact on global mobility of workers - OT print issue

On 23 June 2016, the UK voted to leave the European Union (EU). Prior to the referendum, there were questions over what a possible "Brexit" might mean for employers, and in particular, employers of globally mobile employees. Now that the result of the referendum is known, there is a renewed focus on what this will mean

 Read Full article »
Brexit and the Romanian education

Much ado about nothing, the Brexit had clear signs even before the referendum.

 Read Full article »
The evolution of the call center

Call centers have not always had an exceptional reputation. Some still believe that they are the perfect incarnation of Taylorism, emphasizing productivity and efficiency at the expense of employee engagement. This however is a very simplistic and rather obsolete point-of-view considering that a rev

 Read Full article »
Study reveals how to get outsourcing relationships right – Jeffrey Puritt

Time. Money. Energy. When you're investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you're getting the most value from that partnership.

 Read Full article »
Omnichannel: 4 pillars of a purposeful omnichannel customer service strategy

Adapted from a keynote presentation at Cisco's Driving Customer Loyalty in a Digital World event

 Read Full article »
Customer Satisfaction: The key to innovation and sustainable profitability

How to best measure customer satisfaction remains a hot topic in the field of customer relationship management, writes Gregoire Vigroux, marketing director Europe, Telus International.

 Read Full article »
What are the risk areas in the ITO process

Regardless of its definition, IT outsourcing is a type of business operating strategy that will, sooner or later, significantly influence a reorganisation of corporate operations. It is not without significance that I use the word reorganisation here.

 Read Full article »
How to protect your Romanian company against managerial abuse

About 4 in 100 companies registered in Romania filed for insolvency in 2015. Concurrently, the insolvency rate in Romania is the highest in Eastern Europe, with an increasing number of companies of 1 mil. EUR and above (in revenue) undergoing such procedures, says Horatiu Brisc, Associate, ONV LAW.

 Read Full article »
BPO services can differentiate using predictive analysis

There are several BPO providers who have come to realise the value of being able to mine out useful information from the huge volumes of transactional data they handle every day. In the long run, the quality of services provided by a BPO can be greatly differentiated using predictive analysis.

 Read Full article »
Outsourcing can take the risk out of the productivity puzzle

Tony Hague explains why outsourcing could hold the answer to increased productivity.

 Read Full article »
Romania: corporate vs. state int'l country brand image promotion

The tragicomic situation of the two refugees from Syria bursting into tears when found out they accidentally have reached Romania, and not Serbia or Hungary is reflecting a much broader image.

 Read Full article »
The Polish lesson: 470 Global BPO and Shared Service Centers

The fact that businesses require increasingly globalized outsourcing solutions is beyond question. These days, some companies are "born global", others achieve globalism or have globalism thrust upon them.

 Read Full article »
Risks and benefits in IT outsourcing

CIOs are under increasing pressure to execute new technological demands on ever-tighter budgets.

 Read Full article »
Outsourcing security: What small businesses need to know

Forecasters predict that the booming managed security service provider (MSSP) industry will grow from $8 billion in 2015 to $30 billion by 2020.

 Read Full article »
UK: Outsourcing is leaving public sector bodies financially exposed

The trend towards ever-greater outsourcing is putting vital public services in the hands of potentially unstable conglomerates but leaving public bodies with the asset risk, argues Colin Haslam.

 Read Full article »
A visit to Chernivtsi, only 200 km away from Iasi, is a must

A visit to Chernivtsi (Cernauti, Ukraine, a former Romanian region) should be mandatory in the agenda of every HR manager, delivery manager, site manager in the ITC companies in Iasi and not only, writes Dan Zaharia for Outsourcing Today's Opinion section.

 Read Full article »
Romania, a shining star of business services?

A shining star or not, Romanian outsourced services industry starts to grip in the developed cities: there’s no more talent to hire.

 Read Full article »
Despite the crash, the next Silicon Valley is in China

A spectre is haunting Silicon Valley - the spectre of a Silicon Dragon. These may be tough times for the Chinese economy, the tech city of Shenzhen is playing its fiddle as Rome burns to the ground.

 Read Full article »
Shared service centers and information management: A mantra for success

In today’s robust and competitive business environment, organizations are constantly looking at streamlining business processes to derive greater business value, writes Vivek Naidu for dqindia.com.

 Read Full article »
Take a closer look at your competition

Typically, when faced with this question, we list those companies that offer similar product and services. Most of these competitors are brick and mortar companies. The landscape is changing and more and more companies are seeing big returns online. Inbound marketing is taking off and companies need to find ways to bring people to their content, writes Brent Pohlman for http://www.business2community.com.

 Read Full article »
Opinion, Dan Zaharia: The office buildings become the new factories of Iasi

The office buildings are becoming the new factories of Iasi, the software and outsourcing factories for the entire community in the city.

 Read Full article »
NEWS
AFI Brasov Mall begins the construction with 80 per cent assigned spaces

AFI Romania announced that the leasing campaign in AFI Brasov has advanced and has already assigned 80% of the spaces, a press release informs.

 Read Full article »
Logicom to acquire Romanian IT distributor Gemini

Logicom Information Technology, a subsidiary of Logicom Public Limited signed a pre-sale purchase agreement for the acquisition of Romanian IT distribution company Gemini.

 Read Full article »
InnovMatch Competition in solving business challenges

InnovMatch aims to enable innovative companies, start-ups, developers, entrepreneurs and students from around Central and Eastern Europe to tackle specific business challenges, and by using SAP Cloud Platform,

 Read Full article »
Zitec plans 5 million Euro worth business this year

Zitec, major provider of personalized technology solutions, services and products in Romania, announced it recorded a 30 per cent increase in turnover in the first half of 2017, compared to the same period in 2

 Read Full article »
Smartree: Romanian private sector wages up 7 pct on average in H1

HR outsourcing consultancy Smartree says that wages in the private sector rose by an average of 7 percent in the first half of this year compared to the same period of last year, mainly due to the increase of t

 Read Full article »
NTT Data takes up 4,000 square meters in Unirii View office project

NTT Data Romania, the software services and solutions provider, leased 4,000 square meters in Unirii View office project, the 18th floors tower that is being under development in downtown Bucharest, only five m

 Read Full article »
Eucom Survey: 2 out of 3 Romanian employees would learn a foreign language in order to advance in their career

The interim results of the latest survey conducted by Eucom, foreign language courses provider and part of the Ascendis Group, show that 2 out of 3 Romanian employees (66per cent of all respondents) want to lea

 Read Full article »
Google offers 30.000 US dollars grant for supporting computer science in Romania

Union of Romanian Informatics Teachers - UPIR has received a 30,000 US dollars worth grant from Google to create an online community dedicated to computer science high-school teachers.

 Read Full article »
Siveco's Newton project brings top-notch technology in schools for children with special needs

A pre-testing lesson in physics using 3D, Virtual Reality and Augmented Reality content develped by SIVECO Romania brought unexpected success for students with impaired hearing, within the NEWTON European proje

 Read Full article »
The IT sector in Romania anticipated to reach 12 per cent of GDP until 2025

Romania's IT&C sector will increase to 12% of the GDP in 2025, from a current value of 6% of the GDP, said Marian Popa, head of DB Global Tehnology's IT center in Bucharest, citied by Mediafax newswire.

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» Voxpro opens office in Bucharest and h...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» AFI Brasov Mall begins the constructio...
» Romanian Outsourcing Awards for Excell...
» Logicom to acquire Romanian IT distrib...
» Genpact's COO: Staying ahead of the cu...
» Comdata to buy four subsidiaries of Fr...
» Welcome onboard!
» InnovMatch Competition in solving busi...
» EY: Work-life balance has become more ...
 
EDITOR CHOICE
Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new dem

 Read Full article »
EY: Work-life balance has become more difficult to be managed by one third of full-time employees in 8 large countries

EY's global survey of full-time workers in eight countries finds that one-third say managing work-life has become more difficult, with younger generations and parents hit hardest.

 Read Full article »
Welcome onboard!

By 2020, some 200.000 people are expected to work in business shared services in Romania, doubling the current employment portfolio enrolled in more than 120 companies operating BPO, SSC or ITO services. Howeve

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events