Opinion: offshore paradise or peril

Once again, issues of offshoring and outsourcing are in the news – Datamonitor suggests that more UK companies are now looking to outsource their customer services, and there are regular reported instances of major firms shifting their contact centres either to or from offshore locations. Stuart Mackie, Business Development Director at Genesys Telecommunications, examines the offshoring debate: the pros and cons of outsourcing abroad or at home, and the key reasons behind success or failure.