Changing Needs, Changing Shores

摘要

Where to land contact centers and programs - onshore, nearshore or offshore - is becoming less of a strategic permanent commitment to any one place and more of a tactical decision, and for good reason. Each locale's labor costs and quality, infrastructure, currency, security and stability must be carefully weighed against the caveat that these factors can quickly be altered, as economic conditions and political events and disasters graphically (and tragically) illustrate.