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We've questioned before the value of investing in contact center technology without improving call center conditions, and the ability of outsourced labor (regardless of whether it is also off-shored) to provide good customer service. These are the types of questions that are important for business decision makers to ask. If you want to go a bit further, you can read this story in Mother Jones about the experience of a writer from the U.S. training to work in a center in India. It doesn't provide much detail as to whether you should or shouldn't outsource your customer service functions (or to who), but it doesn't provide an interesting perspective on the conditions of these workplaces.

Want a more global perspective of enterprise technology trends? Gartner's 2011 CIO Agenda survey included responses from 2,014 CIOs across 50 countries and 38 industries. In a recent announcement, Gartner detailed the responses of 36 top CIOs in India.

Cloud and mobile technologies beat more traditional concerns like enterprise resource planning and network communications.