Features

Stuck in the Middle with You!

The vital role of middle management By Martin Conboy An ongoing concern for the BPO and Outsourcing industry, whether that’s in India, the Philippines, South Africa, Malaysia or whereever, is the supply of competent and ...

Two In Five Businesses Open To Outsourcing

New research from the Grant Thornton International Business Report (IBR) reveals that two in five business leaders globally either currently (or plan to) outsource back office processes. The cost savings and process efficiencies outsourcing can pr...

3rd Score+ Acceleration Event

Going Global: Is it a pipe dream? The third edition of the MSC Malaysia Score+ Acceleration Programme event series maintained its momentum to provide a solid platform for the Malaysian Shared Services & Outsourcing fraternity to gather and...

The Transition

Moving from Staff Augmentation Model to Managed Services Model By Atul Vashistha Services globalisation has created new opportunities for companies to manage their internal and client service requirements. A typical model ...

Big Data Framework: An Overview

By Ramachandran Ramasamy As data history cites, Big Data is not a new phenomenon. It started 70 years ago when first attempts were made to quantify the growth rate in the volume of data or what has popularly been known as the ...

Big Data Analytics

Creating order out of chaos to harness the unbridled potential of worthy information By Jamilah Lim & Simon Vella Data – two syllables, four letters. But its humble sounding name belies a potential and implicatio...

Systematic Innovation

Five steps to succeed By Aditya Bhalla There is still a lot of confusion when it comes to the subject of Innovation and that perhaps explains the numerous failed attempts to innovate. Let us consider some of the areas ...

Extinction of Call Centre Jobs

By Martin Conboy Earlier I wrote a story about Robot Process Automation (published in the last issue of this magazine), that is, the next wave of innovation and how it will dramatically change the way business and BPO service ...

VADS: Achieving Business Success Through Analytics

By Simon Vella VADS Berhad is one of Malaysia’s leading Managed ICT/BPO Service Provider and a subsidiary of Telekom Malaysia. VADS manages over 80 million customer interactions per year on behalf of its clients. The informa...

Big Data … Big Opportunities

By Jerry E Durant By every definition “Big Data” represents the collection of both structured and unstructured datasets that are so large that they cannot easily be utilised. From this fuzzy description I found that it was...

Maturity Mayhem & its Unintended Consequences

By Bobby Varanasi The headline here invokes some questions indeed – principally that of how maturity causes mayhem when it is generally accepted that maturity reflects wisdom and peace, not chaos. In most human interactions ...

Data, Data, Everywhere …Not A Drop Of Insight

By Arun Jethmalani These days it appears next to impossible to ignore big data and analytics. Big data is the next big thing, and analytics will provide answers to all our problems. When we’re stumped, big data will tell us...

Going Beyond Malaysian Shores

Score+ Acceleration Programme Event Series Following the success of this year’s first MSC Malaysia Score+ Acceleration Programme event series entitled “Bull’s Eye: How to Target the Domestic Market Effectively” that took place in May, ...

I Am Robot

Will Robotic Process Automation revolutionise the BPO industry? By Martin Conboy The next big thing predicted for the BPO industry in 2014 is Robotic Process Automation or RPA. Robotic Process Automation is the next wave o...

Malaysia: Emergence Of A New Outsourcing Destination

By Samanvay Sharma Recently when I was in Kuala Lumpur for one of my projects, I had a tryst with the developmental saga of Malaysia. Whether it was the infrastructure or the economic sentiment within industries, the country l...

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