Homeshore vs. Offshore: The Changing Landscape of Customer Service

Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates, real estate inflation, and growing customer backlash. With a renewed focus on delivering higher quality and more efficient customer interactions, many companies are now bringing their contact center positions back home ­ literally. Recent research from Ovum, a leading research and consulting firm, indicates that less than 5% of enterprises in North America, Western Europe and Australia are planning to offshore their contact centers over the coming 2 years, while the leading virtual @home providers are growing in excess of 50%

During the webinar, you¹ll learn:

• Insights into the latest industry research, emerging trends and market statistics
• The customer, financial, political, and legal issues that are prompting organizations to turn away from offshore
• The value equation that is making @home the contact center industry¹s fastest-growing segment
• Real world examples of how the virtual @home model delivers a proven ROI for the world¹s largest brands
   

Presenters:

Peter Ryan
Lead Analyst, BPO & Contact Center Outsourcing
Ovum

Chad Lyne
Director of Strategy
Alpine Access, Inc.