| • | The Middle Manager in Outsourcing and Offshoring |
| • | US Contact Centers Spend Over $12bn Each Year Asking Customers To Identify Themselves |
| • | US Contact Centers Predict Return To Growth In 2010 After Shedding Over 200,000 Jobs In 2009 |
| • | Methods Used To Capture Customer Satisfaction |
| • | Companies Are Struggling To Attract And Serve The Millennial Generation |
| • | Best Contact Center Professionals Share At The Top Performers Conferences |