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Technology is the leading investment theme in the contact center outsourcing (CCO) industry, followed by scale. Enabler technologies accounted for about three-fourths of the reported investments in 2014-2015, with analytics, automation, and multichannel tools being the major areas of investments, […]
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The Changing Fundamentals of Contact Center Outsourcing |In the News
Rising end-customer expectations driven by ever-advancing digital use among consumers are driving fundamental change in the Contact Center Outsourcing (CCO) space. From self-service to multi-channel support, and from prompt issue resolution to customized experience, consumer expectations are forcing the industry […]
Technology Investments, Onshoring On the Rise in Contact Center Outsourcing | Press Release
CCO investments in technology and staffing are centered on the growing customer need for an integrated digital experience. Technology is the leading investment theme in the contact center outsourcing (CCO) industry, followed by scale. Enabler technologies accounted for about three-fourths […]
Impact of Brexit on the UK Outsourcing Industry | Sherpas in Blue Shirts
There’s no doubt that Brexit created a slowdown in European outsourcing during the last two quarters, especially in the UK. How long will the slowdown last? Let’s look at what’s really going on. The reason Brexit contributed to slowdown is […]
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On July 11, 2016, SYNNEX Corporation and Minacs announced a definitive agreement in which SYNNEX will acquire Minacs and integrate it into its wholly owned subsidiary, Concentrix. In 2013, Concentrix catapulted from a small-sized to a Top 10 call center […]