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CRM August 2, 2004 Coreen Bailor	As the Call Center Outsourcing Debate Turns Companies are continuing to go ahead with their plans to locate contact centers offshore, despite the political clamor.
CRM March 1, 2008 Christopher Musico	Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
CRM June 1, 2004 Chris Selland	Offshore Versus Onshore Contact Centers As long as the service is good, does the customer really care?
CRM February 6, 2015 Leonard Klie	U.S. Contact Centers Added 50,000 New Jobs in 2014 Three consecutive quarters of job growth revive U.S. contact center industry.
CRM September 2010 Koa Beck	A Tax on Every Call? A proposed federal tax on overseas calls has the potential to radically alter the contact center industry.
Bank Systems & Technology June 2, 2004 Cynthia Ramsaran	Outsourcing Obstacles Banks can save money with offshore outsourcing, but they need a plan to navigate the choppy waters.
CRM February 2004 David Myron	Hot Spots You've decided to outsource your contact centers. Now the question is, to where? We evaluate the fastest growing nearshore and offshore options.
CRM February 1, 2008 Donna Fluss	2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome.
CIO May 12, 2009 Stephanie Overby	The Truth About Obama's "Tax on Outsourcing" Misconceptions about President Barack Obama's plan to close overseas business tax loopholes abound. CIO.com sets the record straight about the five most common misperceptions.
CRM September 2012 Leonard Klie	Outsourced Home Agents Market to Double by 2015 Technical support, communications, and media verticals will see the most growth.
CRM February 2012 Leonard Klie	Congress Moves to Cut Off Off-Shoring Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
CRM February 2003 Ramin Ganeshram	Outsourcing -- Making the Right Call There are three main types of call center outsourcers. Which is best suited to your business?
CRM November 25, 2003 David Myron	BPO: Northern Exposure According to a Datamonitor research report, U.S. call centers are packing up and moving north.
Bank Technology News March 2007 Edmund V. Tribue	Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience.
CIO September 9, 2010 Michael Overly et al.	Offshoring: Ways to Reduce Your Risks When Congress, States Threaten Restrictions Proposed bills in Congress and in state legislatures aim to discourage offshoring, but you can use your contracts to reduce the risk to your company if such measures are enacted.
Bank Systems & Technology January 14, 2004 Cynthia Ramsaran	Contact Centers or Cost Centers? IM, e-mail and cross-selling are among the ways banks are striving to improve service and profitability in their contact centers.
CRM December 9, 2011 Leonard Klie	Congress Moves to Cut Off Off-Shoring Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Reason June 2004 Adrian Moore	Importing Affluence Democrats and Republicans are now engaged in a partisan Three Stooges slap fight over who is more outraged by offshore outsourcing.
CIO January 1, 2002 Tom Field	How to Adapt Your Offshore Strategy to an Insecure World Today, amidst economic recession and terrorist warfare, there is heightened anxiety about the notion of handing off critical IT projects to vendors in such remote locales as India, Pakistan and the Philippines. Here are some tips from offshore outsourcing veterans.
CRM June 2, 2003 Ramin Ganeshram	Scoring With an Inside Pitch How Erik Seoane, director of service delivery for Intuit's Turbo Tax, convinced the company's CIO and CFO to embrace CRM.
CRM May 2008 Christopher Musico	And They're Off! Offshore, that is -- and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race.
IndustryWeek March 1, 2008 David Blanchard	The Biggest Challenges Facing Manufacturers -- IndustryWeek's 2008 Salary Survey Responses Offshore competition. Finding and retaining skilled labor. Rising costs. Government regulations. Sound familiar? Manufacturing managers share many of the same headaches and confront common challenges.
CIO June 1, 2006 Susannah Patton	Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold.
CRM January 25, 2013 Leonard Klie	Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.
InternetNews January 28, 2004 Jim Wagner	EDS Contracts, Expands Workforce The outsourcing heavyweight will beef up where the outsourcing jobs are overseas.
CRM January 2004 Jason Compton	The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles?
CFO June 1, 2004 Durfee & O'Sullivan	Offshoring by the Numbers Results of our survey of 275 finance executives at a broad range of companies.
Bank Systems & Technology August 30, 2004 Cynthia Ramsaran	Banks Beginning to See the Light Of Distant Shores Slowly but surely, financial institutions are spending more on IT outside of the United States.
Global Services May 5, 2008 Adyasha Sinha	The U.S. Gains Momentum as an Outsourcing Hub With more and more U.K. firms plunging into offshoring, their next-door neighbor, the U.S., gains brownie points as an outsourcing destination
Real Estate Portfolio Jan/Feb 2004 Anatole Pevnev	Looking For Job Growth? Try Bangalore The outsourcing trend and what it means for the office real estate market
Bank Systems & Technology January 3, 2006 Maria Bruno-Britz	Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results.
Bank Systems & Technology January 31, 2006 Maria Bruno-Britz	Afraid of Commitment Banks that offshore must commit to the strategy fully, otherwise, cost and process efficiencies will be negated, according to a recent study.
Search Engine Watch September 25, 2009 Joshua Palau	The Big "O" -- Offshoring Offshoring is a simple word, but one that elicits strong responses. In a down economy, the case for offshoring is simple. But there are issues to address to know when and how to offshore part of your search marketing program.
CRM January 2005 Colin Beasty	6 Secrets to Selecting the Right Contact Center Location Critical for contact center success is a balanced solution that meets the needs of both an organization and its customers.
CRM May 2013 Donna Fluss	Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach.
CIO September 1, 2003	Going There, Doing That Asked about their companies' offshore outsourcing experiences and expectations, 101 CIOs, IT executives and managers in a survey confirmed what you might expect. India was the major destination. Labor costs were the biggest area for savings. And app development was the main activity.
IndustryWeek March 1, 2009 David Blanchard	IndustryWeek's 2009 Salary Survey Comments on Manufacturing's Biggest Challenge: The Economy As part of the IndustryWeek 2009 Salary Survey, we asked the open-ended question: What is the biggest challenge facing the manufacturing industry today?
New Architect February 2003 Neil McAllister	Offshore Outsourcing Navigating the global IT market
BusinessWeek March 1, 2004	Keeping The U.S. Software Industry Strong Technology, which has made offshore outsourcing possible, is also the key to saving the U.S. software industry and its workers from decline. Here's how...
Global Services November 29, 2007	The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology.
CIO April 1, 2002 Tom Field	The Man in the Middle As budgets tighten and world tensions heighten, third-party brokers are stepping in to mediate deals between U.S.-based customers and offshore outsourcers...
Knowledge@Wharton	Telephone Call Centers: The Factory Floors of the 21st Century For most of the past century, the factory floor offered a path upward for Americans short on education. Now many low and semi-skilled workers must turn to a 21st century replacement: the telephone call center...
Entrepreneur June 2005 Sheree R. Curry	A Shore Thing? Many startups are sending jobs overseas. But does offshoring help or hurt business?
CIO April 15, 2006 Stephanie Overby	The Three- or Four-Year Itch To succeed, relationships require love and attention. That's why CIOs - especially mid-market CIOs with limited resources - should factor in the costs of hand-holding when going offshore.
Bank Systems & Technology June 1, 2005 Peggy Bresnick Kendler	Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships.
Insurance & Technology November 17, 2004 Peggy Bresnick Kendler	Functional Evolution No longer just facilities that answer consumers' questions, today's contact centers leverage self-service and voice technologies to improve customer loyalty and retention, and even boost profits. Here is what four industry experts have to say about the evolution of the contact center.
CRM April 1, 2005 Paul Stockford	Is Inbound Calling the Next Legislative Target? Lawmakers are taking aim at companies that use offshore call centers.
CRM May 1, 2007 Donna Fluss	Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies.
CRM April 10, 2015 Leonard Klie	AT&T Breach Puts a Spotlight on Contact Center Fraud Outsourced contact centers implicated in cell phone scheme involving data for 280,000 customers.
The Motley Fool July 9, 2004 Selena Maranjian	Complexities of Offshore Outsourcing This is not a simple issue, and perhaps companies should not base the decision on whether to offshore jobs simply on expected cost savings. Instead, many other factors should be considered.