Offshoring is the process of taking a business process, manufacturing process or service process and sending it to another country, overseas, to be completed.
This is generally looked at as a cost saving process, but also one in which you sacrifice quality of your operation or your product. Many North American companies outsource their call [...]

The Contact Center Blog just published a great article on the true costs behind call centers. Their angle comes from outsourcing, when clients scoff at the high price of call center solutions. As the writer says, call centers are more than just butts in seats.
When evaluating call centers, you have to consider all [...]