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Customer Perception of Offshore Call Center versus American Call Center

Customer Perception: Offshore vs. America

In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to come up frequently is their offshore contact center outsourcing successes,...
Locating Contact Centers in the New Normal

Locating Contact Centers in the New Normal

The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers. Gone may be the days where contact centers were almost...
Contact Center Pipeline Blog