BPO

Enterprises with large-scale offshore contact center operations should pay close attention to an upcoming regulatory proceeding that could materially impact customer service cost structures, sourcing strategies, and service delivery models. Even for organizations where this has not historically been a priority, the potential changes could require meaningful adjustments to how contact center infrastructure is designed, staffed, and managed.Enterprises with large-scale offshore contact center operations should pay close attention to an upcoming regulatory proceeding that could materially impact customer service cost structures, sourcing strategies, and service delivery models. Even for organizations where this has not historically been a priority, the potential changes could require meaningful adjustments to how contact center infrastructure is designed, staffed, and managed.