A core issue here, though, is that contracts add a wrinkle into the "automate everything" approach. Often, it is the clients themselves who resist adopting the

A core issue here, though, is that contracts add a wrinkle into the "automate everything" approach. Often, it is the clients themselves who resist adopting the automations proposed by the outsourcers. It's why, when businesses say they want efficiency, I start with the Efficiency = Output / Cost equation and ask if they want to increase output, or decrease cost. Most companies buying outsourcing want to reduce cost, most outsourcing providers want to increase output.