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Finding an overseas outsource provider close to home can have significant advantages including an educated workforce with specialist skills within easy travelling distance. European outsourcing locations can hardly compete with India or China when it comes to lower c...

Call center agents are on the front lines of customer service, entrusted with the demanding task of pleasing and appeasing customers. With a myriad number of situations that may arise in a customer service exchange, agents need to be versatile and equipped with a strong...

TELUS International President Jeffrey Puritt sat down with Economy.bg Magazine to discuss the company’s expansion into Eastern Europe. Jeff also shared his thoughts on the future of outsourcing, and its impact on countries like Bulgaria and Romania (See “Romania Becomin...

When customers pick up a telephone to reach a real person for help, their inquiry often isn’t the garden variety, open-and-shut case. As a result, customer contact centers are under pressure to orient their agents—and their entire platforms—to be more modern and agile. ...

LONDON-According to Technavio’s latest report, the global contact center market is expected to reach USD 9.7 billion by 2019, growing at a CAGR of over 9% during the forecast period. “The global contact center market has been registering a positive growth rate for ...

As countries across the world try to attract call centers and back office operations during the site selection process, foreign direct investment (FDI) has become one of the standard methods to measure the success of a country’s attractiveness. By definition, FDI ...