Industry Specific Requirements Drive Contact Center Outsourcing
Although Contact Center Outsourcing (CCO) has largely been considered a horizontal and industry-agnostic Business Process Outsourcing segment, recent developments have challenged both CCO buyers and service providers to refocus and evolve.
A key development in the current environment is a growing focus on industry-specific requirements and capabilities. This study by Everest Group looks at the trends shaping the growing interest in industry-specific CCO, and explores what market stakeholders...
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