2012 year end results show tepid progress among CRM outsourcers. Through 2012, many CRM outsourcers struggled to adjust to ongoing economic uncertainty, as well as shifting requirements from clients in terms of supporting mobility and social media solutions. However, there were encouraging signs from the standpoint of financial performance, with a number of the sector?s major players managing to moderately increase revenues and maintain profitability. Going forward, we believe the challenge for many contact center service players will be to grow their turnovers and margins beyond single digits, a feat that has been difficult for many since the global financial crisis.
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