capitalAgainst a backdrop of stagnant economies and relatively rigid labour markets, the European contact centre outsourcing market is pressing ahead. Powerful consumer trends, along with the expansion of automated and non-voice channels, are adding momentum to technology-based customer engagement. Over the next five years, service providers that differentiate and compete on multichannel capabilities and value-add technology solutions will have an edge over providers that only compete on cost, location and labour arbitrage   Read more

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