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.

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• Item metadata

  Item type:	Article
  ID code:	15340
  Dates:	Date Event 2009 Published
  Subjects:	Social Sciences > Industries. Land use. Labor > Management. Industrial Management Social Sciences > Industries. Land use. Labor
  Department:	Strathclyde Business School > Work, Organisation and Employment
  Depositing user:	Professor Philip Taylor
  Date deposited:	04 Feb 2010 10:46
  Last modified:	08 Apr 2024 17:09
  URI:	https://strathprints.strath.ac.uk/id/eprint/15340