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The current outsourcing climate is showing an increase in offshoring and nearshoring, and organizations are scrambling to adjust their global location selection strategies. Designing a supply base portfolio with an optimal locations mix today is critical to balance talent availability, […]

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 […]

3 indicators of the increasing preference for onshoring in contact center outsourcing Visit the report page

Drivers of North American domestic outsourcing Visit the report page

Value leakage can have significant consequences – as much as 38-50% of total spending More information on pricing

Onshore CCO FTEs nearly doubled in the past five years, growing from 16% in 2008-2010 to 29% in 2011-2012. To some extent, this growth in onshore staffing is driven by an increased focus on value-added services as part of CCO […]

The Russia–Ukraine war is further disrupting already deteriorated global supply chains. With the high political tensions, service providers need to implement a mix of short- and long-term approaches like reshoring, ally shoring, and partnerships to overcome the crisis. Read on […]

Everest Group report describes clear marketplace advantage held by service providers who offer end-to-end capabilities, onshore services, domain expertise and digital proficiency. The Life and Pension (L&P) business process outsourcing (BPO) market has seen a consistent pace of year-on-year growth […]

If you are a sourcing professional, you have our deepest respect, because now, more than ever, your job is a tough one. The sourcing industry is changing fast, disrupted by emerging technologies, shifting talent requirements and evolving service provider capabilities. […]

Over the years, Mexico has become an attractive nearshore delivery location for U.S. enterprises and service providers. But two significant potential challenges may impact its popularity. NAFTA To boost economic ties, Mexico, Canada, and the United States entered the North […]