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The topic of productivity differences in contact center locations has always been of interest to enterprises, GICs, and service providers. In the last few months, there has been a significant increase in firms’ interest in leveraging an integrated global delivery […]
As part of President Donald Trump’s immigration reform efforts, the recently introduced legislation could make hiring H-1B visa holders significantly more expensive. The legislation calls for more than doubling the minimum salary of H-1B visa holders to $130,000. The technology […]
Most US organizations have substantially used offshore service providers in IT and business process outsourcing (BPO) to drive cost reduction. But there is currently a great deal of discussion in Congress and the Trump Administration – as well as actions […]
IT Service Providers Increase Investment in Onshore Locations | In the News
The global sourcing industry has seen a surge in setup activity in onshore location in recent years, according to outsourcing consultancy and research firm Everest Group. After seeing significant declines in onshore location expansion in 2013 and 2014 due to […]
Businesses Investing More in Onshore Call Centers and Tech, Report Says | In the News
Businesses are moving their contact center outsourcing (CCO) to a surprising place: Onshore. In 2015, the number of CCO contracts with significant onshore delivery rose to 53%, compared to 49% in 2013 and 35% in 2010, according to a recent […]
Why Outsourced Call Center Roles are Coming Back Onshore | In the News
There has been a notable increase in contact center onshoring activity in recent years, according to new research from outsourcing consultancy and research firm Everest Group. In 2015, the percentage of contact center contracts with significant onshore delivery climbed to […]
CCO and the Rise of Onshore Delivery | Market Insights™
As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model Visit the report page
Eric Simonson’s recent blog, “John Mellencamp Named Honorary Everest Group Analyst of the Month,” highlighted the dominance of tier-3 locations in the United Sates for onshore service delivery. Now it’s time to take a look at the tier-5 and rural […]
United States Domestic Sourcing Delivery Center Location Tiers | Market Insights™
United States Domestic Sourcing Delivery Center Location Tiers Visit the report page
Last month I had the opportunity to attend and co-present with Eric Simonson at a special event in the outsourcing sector, RevAmerica 2015, held in New Orleans, LA. You can download our keynote presentation here. For those who might not […]