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Emerging trends in global contact centres

Taylor, P. (2009) Emerging trends in global contact centres. In Touch - Magazine of the Customer Contact Association (2).

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Abstract

Relocation from the developed to low-cost developing countries now extends far beyond earlier experimental phases. As firms have shifted from tactical to strategic, and even to what is known as transformational offshoring, the scale, diversity and complexity of services subject to migration have grown. The increasing use of the term 'global service delivery' reflects real changes in the rapidly evolving geography of sourcing.