With the rapid evolution of technology and communication, fields such as the outsourcing industry have had to adapt to changing technologies. Outsourcing companies have had to innovate as well as invest in newer and better solutions, in order to keep up with our changing world. But one of outsourcing's sectors most influenced by the evolution of technology, and perhaps one that has also been most challenged by it, is contact center outsourcing. Given that the way people communicate has rapidly evolved from snail mail, to email to texting to tweets, it is unsurprising that companies are having a hard time to adapt, especially considering that give or take forty years ago, there was no email, twenty years ago, there was no texting and five years ago, there was no Twitter.In an attempt to keep up with changing technologies, communication solutions providers and
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