Melissa O'Brien is IDC's Research Analyst for Worldwide Contact Center Services and part of the Outsourcing and Offshore Services team.  Ms. O'Brien's research covers customer care BPO including hosted contact center services and home-based agent services.

Prior to joining IDC, Ms. O'Brien was the Implementation and Client Services Manager at PSG Global Solutions, an outsourced recruiting services business for the U.S. staffing industry. As the initial resource for training and client services, she established many of the processes that the company used to take the business from a start-up to 200-plus employees, including development and delivery of the original training program to PSG Global's first group of trainees in their Manila, Philippines office. Ms. O'Brien's work with PSG Global Solutions began by way of her previous role as Recruiting Manager at the affiliated Professional Staffing Group, a Boston based staffing agency.

Ms. O'Brien graduated cum laude from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society.