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| CRM - Gestion De La Relation Client > Etude de marché sectorielle |
| Contact Centres: Strategies for success |
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€ 953,48 |
Editeur
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Business Insight |
Langue
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Anglais |
Date de publication : |
Mai 2002 |
Taille du document : |
152 |
Autres informations : |
Description , Table des matières |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Contact Centres: Strategies for success |
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Developments in both existing and emerging technologies are driving the change
from call centres, which are reliant upon a single channel of communication, to
contact centres which utilise multiple channels. This is revolutionising the way
customers and organisations interact. So far integration of the traditional channels
of telephone and fax, with newer technologies such as email and WAP, have been
limited as a result organisations and customers are not yet fully benefiting.
The report Contact Centres -Strategies for success is an indispensable guide to
the complex business and technical strategies needed for the development and implementation
of the latest contact centres. The report provides clear evidence of how the contact
centre market will develop to 2005.
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EXECUTIVE SUMMARY
CHAPTER 1: AN INTRODUCTION TO CONTACT CENTRES IN BUSINESS
CHAPTER 2: AN OVERVIEW OF THE EUROPEAN CONTACT CENTRE MARKET
CHAPTER 3: BUILDING A ,BUSINESS AND TECHNOLOGY STRATEGY TO SUPPORT CONTACT CENTRE EVOLUTION
CHAPTER 4: CONTACT CENTRE DEVELOPMENT CASE STUDIES
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PPLSEN
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