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| Ressources Humaines > Etude de marché sectorielle |
| Remote Workers in the Contact Center |
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€ 1 036,00 |
Editeur
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Datamonitor |
Langue
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Anglais |
Date de publication : |
Juillet 2005 |
Taille du document : |
19 |
Autres informations : |
Description , Table des matières |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Remote Workers in the Contact Center |
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Introduction
The brief provides an assessment of remote workers market in the contact center. It identifies the key business drivers, technology enablers and barriers to remote workers growth and assesses the opportunities currently available to technology vendors.
Scope
Analysis on the key business drivers, technology enablers and barriers to the growth of the remote workers market
Market size and composition: how the remote workers market is set to grow through 2009
Analysis of the vertical deployments of the remote workers model
Highlights
Although currently in the early adopter stage, the remote workers model is gaining acceptance and by 2009, 7.5% of agents will sit outside of the traditional contact center
The most growth will come from mature markets in North America and EMEA, and in particular vertical markets: financial services, government, retail, and outsourcing
The emerging remote workers market presents new opportunities for vendors of Contact Center technology
Reasons to Purchase
Understand the business drivers and technology enablers to the growth of remote workers and respond with appropriate solutions
Learn where the opportunities are, both vertically and in terms of which Contact Center component technologies will be the most successful
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TABLE OF CONTENTS
ABOUT DATAMONITOR 2
WHY REMOTE WORKERS? 5
Business Drivers for the growth of remote workers 5
Lower operational costs 5
Geographical flexibility 6
Access to a larger distributed and new pool of talent 6
Improved service levels and customer satisfaction 6
Technology enablers 7
Barriers to remote worker growth 9
Management control 9
Technology limitation 9
Cultural resistance 10
Security issues 10
MARKET GROWTH 11
Vertical uptake 13
Financial Services 13
Retail 14
Outsourcing 14
Public sector 14
Healthcare 15
Travel 15
Technology 15
ACTION POINTS 16
APPENDIX 17
Supplementary data 17
Definitions 18
Future readings 18
SPP writing team 19
How to contact experts in your industry 19
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PPLSEN
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