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The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Emerging trends in global contact centres

Taylor, P. (2009) Emerging trends in global contact centres. In Touch (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.