Call Center Trends: A Glimpse at Developing Issues, Technologies and Trends

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Executive Summary

Call centers an industry term that includes outbound telemarketing, inbound customer service, and other sales related, face-to-the-customer operations have remained the fastest-growing segment of corporate office environments and operations for almost two decades. They have seen explosive growth not only throughout North America but also in Europe and the Asia-Pacific region - particularly in India. The major headings below to facilitate discussion of important trends in the call center industry include technology, recruitment/retention, infrastructure/ operations, site location, remaining opportunities, and extrapolating (Predicting) the future.

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