Already firmly established as a major business, technology and customer imperative, contact center outsourcing will see continued growth over the next decade, according to a new report by Aberdeen Group, a leading IT market analysis and consulting firm.
“The outsourced contact center (OCC) industry has been buoyed by the ongoing financial and economic pressure on companies to cut costs, and fueled by the increasing level of network and infrastructure capacity,” said Christopher Fletcher, Aberdeen Vice President and Managing Director, Customer Relationship Management and author of the report, “The Customer Contact Center: Technology, Trends and Investment Plans 2003-2004.”
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