Business Process Outsourcing

Business Process Outsourcing (BPO) is the contracting of a specific business operation or process, such as customer service, finance & accounting, HR, recruiting, payroll or any other non-IT business function, to a third-party service provider, typically for a non-core competency to a provider with more specialized expertise, allowing the customer organization to focus on their main business or cut costs and maintain their position in the marketplace. BPO is often divided into two categories: back office outsourcing which includes internal business functions such as billing or purchasing, and front office outsourcing which includes customer-related services such as marketing or tech support.

John Willmott

CEO, NelsonHall
Content Chairperson
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John is founder and CEO of NelsonHall, the leading Outsourcing Research and Analysis firm, and is widely regarded as one of the world's leading authorities on Business Process Services (BPS).John remains actively involved in customer assign...

Targeting Work At Home Services

A delivery model employed by customer management services suppliers.

Selling Services to the US Market

Lessons learned and strategies for growing Costa Rican services exports.

Perfect Storm: HR in the Cloud

Maribeth Sivak, Principal Consultant, Business Advisory Services, ISG and Stanton Jones, Analyst, Emerging Technologies, ISG discuss cloud level set, HR SaaS: Market Trends, HR SaaS vs HR BPO, and considerations for prospective buyers. Market trends and key considerations

Avoiding the “Ditch”: Making an effective transition to outsourcing

Mike Whilton, Deloitte Consulting speaks about the common pitfalls of transition, transition lifecycles & impacts, leading practices for transition planning & execution, and important factors for transition completion.

Winning in Outsourcing: Maximizing procurement during the sales cycle to...

Frank Casale, Founder & CEO, Outsourcing Institute and Jill Zunshine, Vice President, Americas Region, Global Procurement, Hewlett Packard discuss Global Procurement (GP) Spend Profile, GP Value Proposition, CP Operating Model, Deal Pursuit Life Cycle and Case Studies.

Xerox – Robotic Automation for BPO

Frank Casale, CEO, Outsourcing Institute and R.G. Conlee, SVP & Chief Innovation Officer, Xerox discuss Automation for BPO.

By- Outsourcing Institute

Harnessing the Business Potential of Disruptive Innovations

Tom Young, Executive Board Member, Outsourcing Institute talks to Meera Sampath, VP Innovation and Business Transformation, Xerox Services, Tim Joyce, CIO, WDS, A Xerox Company and Raju Bala, Principal Scientist & Area Manager, PARC, A Xerox Company regarding disruptive innovation  fundamentals and case studies.

Vested Outsourcing 5 Rules

Kate Vitasek, University of Tennessee has done extensive research in outsourcing and discusses 5 research-driven rules for sound outsourcing.

Three Secrets That Your Traditional Service Providers Are Not Telling...

Tom Young, OI Advisor & SME and Founder & Managing Director Rumjog Enterprises, Venkil Sundaresan, Senior Director, Information Technology, Cypress Semiconductor, Inc. and Ray Solnik, President, Appnomic Systems, Inc. discuss the three secrets that your traditional service providers are not telling you.