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| Informatique - Télécommunication > Etude de marché sectorielle |
| Business trends: knowing your contact center outsourcing customer |
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€ 2 716,00 |
Editeur
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Datamonitor |
Langue
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Anglais |
Date de publication : |
Février 2008 |
Taille du document : |
61 |
Autres informations : |
Description , Table des matières |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Business trends: knowing your contact center outsourcing customer |
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Introduction
A survey of users of contact center outsourcing services, across a wide variety of geographic and vertical markets.
Scope
150 interviews with outsourcing investors from North America, Western Europe and Australia / New ZealandRespondents from across vertical markets, including financial services, telcos, manufacturing, retail, government and othersProvides an overview of the current outsourcing investor market base, including demographic data from Datamonitor's Business Trends primary researchIntroduces technology adoption trends of outsourcing investors, including self-service adoption, channels and home-agent deployments
Highlights
Outsourcing investors continue to place priority on agent quality and location stability as the major points of concern when choosing an outsourced contact center location in which to do business
Respondents in all regions are split in regard to the trends around CRM budgets over the next 12 months
A sizable number of respondents stated a willingness to examine home agents as a means of countering offshoring, a remarkable phenomenon for such a new business model
Reasons to Purchase
Effectively map contact center solutions to address outsourcing business pain pointsGain firsthand insight on investment priorities and location outlooks for 2007Target outsourcing prospects more effectively
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ABOUT DATAMONITOR 2
OVERVIEW 4
This product has been designed for delivery in a slide pack format (ppt). 4
Introduction 4
Scope of this report 4
Key reasons to read this report 4
Executive Summary 4
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PPLSEN
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