We're actually seeing new call centers, new seats added in Canada, which hasn't happened in years.

You need to involve your users in all system implementations. But I don't mean just invite them to sit at the table. They have to actively participate in defining system needs and in making sure that [it's] usable.

If it's very sensitive data, you have to be extremely careful where you move it and the laws in that country. It's an absolute advantage for the North American outsourcers.

One place is in proven vertical domain expertise. There's just a lot more knowledge and experience in North America than in areas where [outsourcing] is new to them. You can import management, but the industry isn't importing hundreds of thousands of agents with proven vertical expertise.

If you don't respond to the email, at some point the customer is going to pick up the phone and call. When [companies] don't respond they're generating calls or, worse, they're just losing customers.

In America, we expect to see some growth and stabilization. Overall, we're going to see slow, but steady, growth.