Exult, then Hewitt, handled BP’s HR for the past decade. It was not always pretty.
 
By Dirk Olin

Last year when we surveyed the learning industry, cost reduction—driven by vendor management and BPO procurement management—was the buzz among providers. Today, cost savings continues to be the major driver, but buyers have made clear that service and organizational issues are equally important.
 

Three HR executives hare the challenges and advantages they have found as purchasers of outsouring training services.
 
By Debbie Bolla

Some educated guesswork about the coming year.
 
By Elliot Clark

Volume, breadth, and talent pool challenge: The RPO engagement sophistication calculus.
 

In his first column, our expert lays out the rules of the nomenclature road.
 
By John Higgins
 

  We welcome John Sumser to these pages.
 
By Elliot Clark
 

 Hertz needed to raise employees’ grades in customer service. Enclosed: a lesson plan.
 
By Russ Banham
 

Successful globalizers know that their oversight doesn’t end once the process has been transferred offshore.
 
By Atul Vashistha
 

Employers are showing some willingness to hire—but how much and how soon are the questions.
 
By Michael Beygelman