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| Centres D'appels > Etude de marché sectorielle |
| The Future of the European Call Centre: From Telephony to Multimedia |
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€ 955,00 |
Editeur
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Business Insight |
Langue
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Anglais |
Date de publication : |
Août 2000 |
Taille du document : |
102 |
Autres informations : |
Description , Table des matières |
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| Présentation de l'étude de marché - Description & Table des matières |
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| The Future of the European Call Centre: From Telephony to Multimedia |
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The nature of call centers is changing, with CRM being the hot topic in call centers
and business today. Already, we are seeing strong investment in technologies for
loyalty and growth, but we are only at the start of the CRM revolution.
Discover what technologies companies are buying and why, with this new report
The Future of European Call Centers.
The report discusses the technological, human and business issues which will shape
the future of the call center industry, providing expert analaysis on sizes the
country and vertical markets including the potential of the small call center,
focusing on the implications that the development of the call center industry
will have on your business.
We have the answers for you:
• Will the call center be replaced or augmented by the Internet?
• How will CRM alter the balance between the enterprise and the call center?
• Will speech recognition make agents superfluous?
• Where are the profits to be made in call center technology?
• How will call centers develop across major European markets?
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Chapter 1: European Call Centres: 1997-2003
Chapter 2: The Future Business of Call Centres
Chapter 3: Next-Generation Call Centre Technologies
Chapter 4: The Internet and Other Channels
Chapter 5: CRM and Virtual Call Centres
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PPLSEN
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