The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

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Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...

EXECUTIVE INTERVIEWS

Essential Skills for CX Leaders

By Jerry LeisureCEO and FounderOfficium LabsBy Nate BrownChief Experience OfficerOfficium LabsThe work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical,...

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