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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.

Item type: Article
ID code: 15340
Keywords: global service delivery, human resource management, work, contact centres, globalisation, Management. Industrial Management, Industries. Land use. Labor
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Social Sciences > Industries. Land use. Labor
Department: Strathclyde Business School > Human Resource Management
Depositing user: Professor Philip Taylor
Date Deposited: 04 Feb 2010 10:46
Last modified: 23 Jul 2015 14:00
URI: http://strathprints.strath.ac.uk/id/eprint/15340

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