When the outsourced contact center industry started to flourish it was all about cost cutting for companies.

Now, it’s much more; it’s about how contact centers can play a vital role improving customer journeys and adding value to the overall customer experience.

Outsourced contact centers are positioned for change – ready to act as strategic partners to the brands that they serve.

In this booklet we take a deeper look at five of the major trends in the contact center outsourcing industry that point to its imminent transformation.