Don’t Get Left Behind: Next Generation Contact Centers

 Michele Miller, Director, Shared Services and Outsourcing Advisory A new era has emerged and brings with it a population that […]

Ready for the Baby Boom in IT Outsourcing Contracts?

Jerry Klawitter Director, Shared Services and Outsourcing Advisory Over the next few years, an estimated $367 billion of IT outsourcing […]

3Q14 ITO/BPO industry analysis:
BPO TCV up by 678 percent in 3Q14; ITO lags

Viral Thakker Partner, KPMG in India Our analysis of the 3Q14 ITO/BPO industry makes it clear that despite—or due to—technological […]

Seeking More than Just Cost Savings from REFM Outsourcing

Stan Lepeak Global Research Director, KPMG LLP KPMG LLP recently released the results of the 2014 edition of its Real […]

A View From the Front: REFM Outsourcing Trends [SlideShare]

Stan Lepeak Global Research Director, KPMG LLP KPMG LLP recently released the results of the 2014 edition of its Real […]

In HR, Outsourcing is not Always Transformational
Many companies are on the journey back in house

Robin Rasmussen, Principal, KPMG Shared Services and Outsourcing Advisory ​Human Resources (HR) is somewhat of a late bloomer when it […]

10 Years after the HRO Hype
Where is HR outsourcing today and where should it be tomorrow?

Robin Rasmussen, Principal, KPMG Shared Services and Outsourcing Advisory ​Human Resources (HR) has not felt this unsettled to me in […]

The (Much Needed and Elevated) Role of the GBS Executive

Stan Lepeak Global Research Director, KPMG LLP KPMG recently released the results of its quarterly, global 3Q14 Sourcing Advisory Pulse […]

Governance Talent Management: The Making of Governance Superstars [SlideShare]

Liz Evans Managing Director, Shared Services and Outsourcing Advisory As today’s organizations grow in size, complexity, and global reach, hybrid […]

Providers Being Held to a MUCH Higher Standard

25% of clients are actively looking to fire their provider.

The June 2014 HfS Research State of Industry Study (conducted in conjunction with KPMG) revealed that clients are demanding operational transformation on the part of service providers, and a need for more strategic relationships instead of empty promises to win business.