I recently led an Info-Tech Research Group study that reviewed the key low-cost Asian destinations of China, India, and the Philippines for IT Outsourcing services like helpdesk and application/Web development and maintenance. The study included in-depth interviews with clients and  Continue Reading »

During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call  Continue Reading »

At the bottom of this post, there is an update for 2012, and a full version of the report on which this post is based is available as free download from this blog’s sponsor [1]. I recently led an Info-Tech  Continue Reading »