Emerging trends in global contact centres

Research output: Contribution to journalArticle

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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.
Original languageEnglish
JournalIn Touch
Issue number2
Publication statusPublished - 2009

Fingerprint

Contact center
Developing countries
Sourcing
Costs
Service delivery
Offshoring
Geography
Relocation

Keywords

  • global service delivery
  • human resource management
  • work
  • contact centres
  • globalisation

Cite this

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title = "Emerging trends in global contact centres",
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.",
keywords = "global service delivery, human resource management, work, contact centres, globalisation",
author = "P. Taylor",
year = "2009",
language = "English",
journal = "In Touch",
number = "2",

}

Emerging trends in global contact centres. / Taylor, P.

In: In Touch, No. 2, 2009.

Research output: Contribution to journalArticle

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