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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
    Related URLs:
      Depositing user: Professor Philip Taylor
      Date Deposited: 04 Feb 2010 10:46
      Last modified: 12 Mar 2012 17:47
      URI: http://strathprints.strath.ac.uk/id/eprint/15340

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