I've been blogging about companies desiring to re-examine their assumptions around what work should be done offshore and their desire to do more work onshore and explaining some cost-effective techniques for achieving these objectives. It's clear that emerging digital models allow companies using digital technologies to re-examine their assumptions of where business process work should be done. Leading companies are re-imagining their call centers and customer experience to integrate digital models into their voice models. Work volumes are shifting from voice call centers into new channels such as chat apps, email, tweets and other social channels. Companies are adopting these new ways of communicating with customers and integrating them into their customer service models.