Stories by Stephanie Overby

Why outsourced call center roles are coming back onshore

A shift in focus from cost containment to customer experience and advanced technology adoption is causing more enterprises to move more contact center roles onshore, according to recent research by the Everest Group

Written by Stephanie Overby12 Aug. 16 21:17

U.S. IT employment grows, with IT services jobs leading the way

CompTIA labor data indicates that digital transformation will drive employment, automation will have a greater impact on U.S. jobs than offshoring and IT outsourcing job growth will outpace corporate IT roles.

Written by Stephanie Overby29 July 16 23:33

Should CIOs be chief robot wranglers?

Business Robotic Process Automation (RPA) initiatives can yield huge returns. But bypassing IT can create even bigger risks. Why CIOs need to take a greater role in RPA.

Written by Stephanie Overby27 July 16 05:15

How IT outsourcing customers should prepare for HPE-CSC

The merger between HPE’s enterprise services business and CSC may or may not help solve those providers’ problems, but there are steps customers can take to make sure the huge ‘spin-merger’ works out in their favor.

Written by Stephanie Overby08 July 16 21:00

How to contract for outsourcing agile development

The buttoned-up contracting approaches used for traditional software won’t work for outsourced agile projects. Here’s how to implement different protections for agile development agreements.

Written by Stephanie Overby01 July 16 21:00

Why your outsourcers’ cost of living adjustments don’t work

Cost of living prices increases are intended to keep IT outsourcing staff happy and working hard on your account. However, only a fraction of the money makes it into the pockets of those workers. Here are three ways to fix that.

Written by Stephanie Overby03 May 16 23:36

Opportunities and risks in 5 global outsourcing locations

A look at some of the key trends impacting IT and business process outsourcing locations around the globe—from U.S. veterans entering the IT outsourcing talent pool to currency fluctuations in China and Latin America to the geopolitical situation in Ukraine.

Written by Stephanie Overby08 April 16 20:54

Mobile-only banking startup bets on bots

Companies are implementing artificial intelligence technology for customer service. Here’s a look at how Atom Bank is incorporating WDS Virtual Agent software from Xeros into its mobile app to solve customer issues.

Written by Stephanie Overby05 April 16 21:00

Market Place