Review of key regions: Canada, Caribbean, Latin America, South America, Other?
Call qualities on voice and non-voice work - who's doing better?
Labor cost trends
US unemployment impact on off-shore - is outsourcing coming back to USA
Regulatory challenges: TCPA, FDCPA, new Consumer Financial Protection Bureau
Trends to reduce call attempts per day/week
Success through web chat
Markets poised for growth
Using Work from Home agents for pre-charge-off work