PULSE Magazine
A Message from IAOP’s CEO  Public Article

GOV20 Speakers Demonstrate How to Transform Governance in the COVID Era Free Associate Membership Required

Revolutionize Your Customer Experience by Investing in Digital Transformation Public Article

Privacy Shield Is Gone. Now, What About Your Data Transfers? Free Associate Membership Required

COVID Times Prove Critical Importance of Partnerships Public Article

Strategic partnerships between customers and trusted providers have always been key to outsourcing success. COVID-19 has put these relationships to the test as customers are relying more and more on suppliers to perform critical work and deliver innovation during a time when both parties are faced with new challenges never seen before. Many alliances between buyers/advisors and providers are withstanding the extraordinary pressures and proving to be more essential than ever during this global pandemic.

Find Your Next Partner Using The Global Outsourcing 100 Public Article

IAOP’s Global Outsourcing 100 logo has been proudly displayed on the websites of thousands of provider and advisory firms of all sizes across the world over the past 14 years as an independent endorsement of performance excellence.  Over the years, the criteria being evaluated have expanded to take into account the latest trends and areas of importance to the industry. This year, IAOP introduced the Excellence in Strategic Partnerships Recognition lists (see related story) and combined its annual listing of the top outsourcing advisors and consultants, The World’s Best Outsourcing Advisors, into the Global Outsourcing 100.

Corporate Social Responsibility Grows in Importance Free Associate Membership Required

Over the past 14 years of releasing the Global Outsourcing 100 lists, IAOP has found that corporate social responsibility has grown as a factor that plays an increasingly central role in customers’ buying decisions.  Providers and advisors have become true partners in the CSR journey with award-winning programs focused on a wide range of important issues, as demonstrated in their strong GO100 applications. This year, nearly three-quarters of the companies on the main list, or 80 organizations, were recognized for their excellence in this critical area.    

A Message from IAOP’s CEO  Public Article

A Message from IAOP’s CEO During COVID-19 No one can do it alone. Whether you are a company, professional, or an association like ours, it is impossible to survive and thrive during these times without having trusted partners. Customers and suppliers are realizing the crucial importance of powerful alliances in this new environment.

A Message from IAOP's CEO Public Article

Leadership Hall of Fame Profile: Middle America Sourcing Star Monty Hamilton Public Article

Monty Hamilton vividly remembers sitting in the audience in a packed conference hall at his first OWS event a decade ago as a newcomer to the industry with a bold idea that he was afraid to even speak out loud.

Women Leadership Champion Marsha Clark Public Article

Being an avid learner who was always willing to try something new, listen, solve problems and build strong relationships has served Marsha Clark well in both her careers as a woman in corporate leadership roles at Electronic Data Systems (EDS) and now as an executive coach and facilitator in her own company Marsha Clark & Associates.  Today, she’s taking her leadership and people skills and helping empower and inspire women to achieve to their full potentials as a consultant and trainer delivering leadership and executive development programs. For her contributions to the industry and society, Clark was inducted into IAOP’s Leadership Hall of Fame at OWS21 by Atul Vashistha, COP, Founder, Neo Group and Supply Wisdom, Leadership Hall of Fame member and Vice-Chair of IAOP’s Strategic Advisory Board.

Mars Mentor Angela Mangiapane Public Article

When talking to Angela Mangiapane, a few things are immediately clear. She loves the Mars brands, values and people. And while she’s a mentor to many rising women, she is equally as inspired by today’s generation of young leaders. As the president of Mars Global Services, Mangiapane is focused on building a better tomorrow by creating value for Mars through unique skills, scale and technology while also giving back.   For her many contributions to the industry and society, Mangiapane was inducted into the prestigious IAOP Leadership Hall of Fame at OWS21.

Message from the CEO: Feeling Optimistic and Achieving Excellence Public Article

Service Delivery Evolves to a ‘New Normal’ Public Article

Looking back over the past eight months, companies have come a long way in shifting to remote workforces. What does the future hold for service delivery models? IAOP tapped the brainpower of Claro Enterprise Solutions to share its expertise with members during its September Webinar on Zoom Isn’t Enough, Five Keys to Service Delivery in the Workplace of the Future.

Work From Home – What's Happened, Emerging and Coming Next Professional Membership Required

When COVID-19 struck, most companies sent their employees home, essentially creating remote workplaces overnight. Five months later, we ask: Is going to the office a thing of the past? Will water cooler talk with coworkers of long ago ever return? How are we maintaining our sanity in the Zoom world? PULSE talked with Kate North, Vice President of Workplace Advisory for Colliers U.S., about the firm's latest research on the work-from-home (WFH) movement. North also serves as Global Chair of Workplace Evolutionaries (WE) and has been recognized for her leadership with HCL's Red Ladder Women in Outsourcing 2020 award.   There's plenty of good in the findings and lots of reason for optimism. The bottom line: We can work remotely and it is changing the future. Companies who can do it right have a unique opportunity now to seize the best talent, gain competitive advantages and create new positive experiences. 

Pent-Optimism Will Lead to a Bust-Loose Second Half of ’21 Public Article

The Rise of the Imagination Age Public Article

Providers and Advisors Tackle Big Questions to Open OWS21 Public Article

Rolling with the Punches  Public Article

How Businesses Can Thrive in the Boundaryless Work Experience Public Article

The interest in a boundaryless work experience continues to grow, as many companies have yet to finalize plans to return to the office. And while the pandemic has freed talented workers to relocate and choose to live in new places offering different quality of life, it also has had larger implications on businesses.

Returning to Work Will Mean More Space, Fewer People and Many Possibilities Free Associate Membership Required

When employees return to work in the short- and longer-term, the office environment won’t be the same as the one they left behind before the pandemic – and that can be positive for companies and their workforces.

Exceptional Women Recognized with Red Ladder Awards  Public Article

IAOP Honors Its Best  Public Article

CEO Message  Public Article

Tackling the Talent Dearth - How to Navigate the New Reality  Professional Membership Required

The Race to Vaccinate Against COVID-19: Five Ways Outsourcing Providers Can Supercharge the Pharma Industry Public Article

As the pharma industry chases the development of new COVID-19 vaccines with the peril of virus mutations looming and cases across the globe surging, outsourcing service providers can play vital roles in helping fast-track this essential mission. Since it began in March 2020, the COVID-19 pandemic is still impacting the global population in multiple ways with new waves, casualties, lockdowns, border restrictions, and pandemic appropriate behavior requirements. Despite the availability of vaccines, the majority of countries are unable to fully vaccinate their population. While population size (especially in India and China) and vaccine hesitancy are well-known factors, a range of production and supply-related challenges have also contributed to these delays. Let’s explore what can be done to accelerate these efforts.

Put to the Test During COVID, These Providers Responded Public Article

This year’s Excellence in Strategic Partnerships honorees are always exceptional – but even more so during the pandemic. These award winners have particularly stood out by demonstrating the critical importance of collaboration in this period of great change. IAOP recognized 24 relationships between service providers and customers for their outstanding partnerships, innovation and outcomes with the award.

GOV21 Speakers Stress Supply Chain Governance Needs to Change Public Article

What do you do when there’s no plan B in a crisis like COVID-19? You quickly change how you govern your supply chain because there’s no other option. With that note, expert speakers kicked off GOV21 – a two-day online forum Oct. 27-28 devoted to improving governance to cultivate and strengthen productivity presented by IAOP’s Collaborative Supplier Governance Center of Excellence and key sponsor, Avasant.

Fall 2021 CEO Message Public Article

Five Things Outperforming Organizations Are Focusing on That You Don’t Want to Ignore Public Article

Outperforming companies already thought about the future of work – way in the past. Those organizations who had grabbed hold of all the cool stuff like cloud, automation, design thinking, user experience, gig economy, Internet of Things (IoT) and agile practices well before the coronavirus crisis even hit are the ones who are ahead now, according to the latest IBM research shared at IAOP’s Future of Work (FOW21) online forum.

GOV21: Panel Emphasizes Importance of Relationships in Governance   Public Article

With today’s outsourcing deals growing in size, complexity and strategic importance, ensuring that service providers deliver to the terms of carefully structured contracts through effective governance is critical. Presented by event sponsor, Avasant, an intriguing panel discussion during IAOP’s GOV21 online forum, explored the Future of Vendor Governance: Enabling Sustainable Outcomes in Complex Sourcing Deals. The expert speakers discussed the need for organizations to have effective governance to ensure service providers deliver to the terms of the agreement after signing these new multi-dimensional, large dollar deals that are focused on achieving business outcomes.

The Future of Contact Centers is Remote and Hybrid    Public Article

Just as the future of work has gone remote and hybrid, expect contact centers to do the same as we emerge from the pandemic era. Advances in technology, trends in communication, and changing customer expectations have all had a major impact on contact centers over the years. Today’s consumers want always-on, omnichannel support, and they want it fast. Add to that the growing demand for remote-friendly working conditions, and you’ll see why the industry has been rapidly evolving. Remote and hybrid models are quickly becoming the future of the contact center industry.

From Coronavirus Chaos, Great Opportunity Could Emerge Public Article

As Dolly Parton sings, “Working 9 to 5, what a way to make a living!”  Even before the pandemic hit, this notion of a traditional work environment where people went to an office every day with set hours was becoming outdated. Today, the definitions of “work,” “worker” and “workplace” have been forever changed by the crisis over the past year and a half. With more jobs available than workers interested in filling them, it seems a growing percentage of the workforce has come to the same conclusion as the country singer, “It's enough to drive you crazy if you let it.” Now that all the past realities have been upturned, who will do the work, and how and where will it get done? Is this a period of Great Resignation or Great Opportunity? Expert speakers shared the latest in this constantly evolving conversation during a one-day online forum on Sept. 14, Future of Work (FOW21), part of IAOP’s Centers of Excellence (CoE) Series, presented with key sponsor, IBM.

What Employers Can Learn From the Past Labor Market in 2022  Professional Membership Required

Outsourcing and AI: The Changing Face of Business  Free Associate Membership Required

Top Five Technologies Improving the BPO Industry  Free Associate Membership Required

IAOP Leadership Hall of Fame Inducts Four    Public Article

Inaugural Impact Sourcing Champions Index Celebrates 64 Trailblazing Companies Public Article

The 64 companies on IAOP’s inaugural Impact Sourcing Champions Index are both. They are the best of the best buy-side, provider and advisory firms that each day advance the lives of people who otherwise would have limited prospects for sustainable employment through their award-winning hiring practices.

IAOP Joins with Tent to Advance Hiring of Refugees and Impact Sourcing Public Article

With approximately 30 million refugees worldwide, this underemployed segment of the population could be the next big source of organizational talent in the BPO industry. IAOP’s new alliance with Tent Partnership for Refugees aims to encourage just that.

Impact Sourcing Continues During Coronavirus Public Article

The COVID-19 pandemic hasn’t stopped impact sourcing by IAOP members with at least one company hiring during this time. Employee safety has moved to the forefront as a result of the global health crisis. In our ongoing look at how the coronavirus is affecting our members and their organizations, IAOP talked with members of the CSR committee about the future of the business practice that has been gaining traction in recent years.

IAOP Holds First Virtual Forum Focused on Impact Sourcing Public Article

With the pandemic increasing the need to engage in sustainable and responsible hiring practices, impact sourcing has the potential to deliver even greater value and rewards to employees and organizations during these times. Against this backdrop, IAOP will bring the SRO community together for its first virtual forum, IS20: Advancing Impact Sourcing and Socially Responsible Outsourcing.

IndiVillage – Empowering Rural India Public Article

Careerbox – Transforming Lives of African Youth and Their Families Public Article

Putting the Impact Sourcing Pieces Together Public Article

A vendor strategy and execution partner at Google envisions a future where impact sourcing and impact hiring is common practice at all companies. Expanding from the successes in the BPO industry, Alex Rochlitz sees a world coming where companies in all industries use a different lens to hire employees and providers for social good and, as a result, benefit from the tremendous value proposition impact sourcing provides. A passionate impact sourcing advocate, Rochlitz talks with excitement about the concepts of “impact providers” and “impact hiring” in his work as a member of IAOP’s Impact Sourcing Knowledge Collective and the Vice Chair of the Global Impact Sourcing Coalition Steering Committee.

Eclaro – Changing Lives through Education Public Article

Techno Brain – Making a Difference in African Communities Public Article

Global Impact Sourcing Award Winners Make a Difference  Free Associate Membership Required

You’ve Got a Friend – IAOP Centers of Excellence Are Here for You Public Article

IS20 Speakers Spotlight the Workforce and Communities of the Future Public Article

With COVID-19 as a catalyst, work can now be done from everywhere in the world, creating tremendous new opportunities for jobs and career paths for disadvantaged youth who have been limited by geography or socioeconomics.

Salute and Recruit - Veteran-Focused Programs Make a Difference in Today’s Economy Public Article

The COVID-19 pandemic has created a demand for flexible, self-motivated employees who can operate under stress and hit the ground running. Veterans are filling this need for many companies, driving rapid growth in the impact sourcing model across the Business Process Outsourcing (BPO) landscape.

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