Established locations in Latin America such as Brazil, Mexico, and Chile witnessed the addition of one delivery center each from leading service providers.
Based on recent research from the Everest Group, the offshore services market continued to grow with 46 new offshore delivery centers established in Q4 2010, a 12-month high. Q4 also witnessed a revival of activity in emerging locations. South Africa announced a financial incentives and skills development program to further attract the IT-BPO industry. During 2011, Everest predicts we are likely to witness activity in emerging locations across both captives and third-party service providers.
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Eight Telling Changes in Consumer Attitudes and Behaviors Factors such as loyalty programs and the use of technology are influencing consumers' decision to stay with or leave their providers.
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