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Cost advantage holds the market in good stead in the price-sensitive Asia-Pacific region, finds Frost & Sullivan.
While the Asia-Pacific is still the preferred off-shore destination for contact centres, keen focus on quality customer service has attracted business from domestic enterprises across the region. Organisations have begun to leverage customer service as a key differentiator to stand out in an intensely competitive environment. This higher interest in customer services has triggered investments in the advanced contact centre features and capabilities.
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