The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers
Xaqt
JUNE 1, 2020
The Great Recession in 2008-2009 accelerated the offshoring trend as companies grappled with the economic downturn. Which meant that someone from Kansas could call a U.S company and speak with a call center agent in Bangalore. Offshoring thus emerged as a way for contact centers to reduce labor expense.
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