|
|
Home > Computers and Information Technology > Software > CRM & Customer Service
Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
|
| Published Date:
September 2009
Published By:
Datamonitor
Page Count:
66
Order Code:
R313-54390
|
|
|
|
Introduction
A Datamonitor end-user survey analyzing trends in contact center outsourcing procurement through 2009
Scope- Trends in current contact center operations and CRM budgets
- Contact center managers' views on strategic issues including their willingness to outsource operations and preferred pricing models
- In addition, this survey contains contact center managers' views on offshore delivery location preference, self-service deployments and home agents
Highlights
After reasonable growth in 2007 / 2008, CRM budgets in 2009 and beyond are expected to remain flat, at best
The percentage of respondents indicating the use of outsourced agent positions in this year's survey was relatively small. However, this points to potential opportunities of vendors of third-party contact center services.
There was some interest in offshoring contact center services among respondents, however responses were mixed around preferred delivery locations
Reasons to Purchase- Understand key outsourcing procurement trends among contact center managers in North America, Europe and Australia / New Zealand
- Learn about the evolution of CRM budgets, and preferences for outsourcing pricing models
- Develop insight around contact center managers' preferences for offshoring, home agents and speech self-service
Please note: this is delivered as a Zip file.
|
Similar Products
• IDC Sales Leadership Board Meeting Notes: October 14 and 15, 2009
Published Nov 2009 by IDC
• Co-Branded and Affinity Credit Cards in the U.S., 3rd Edition
Published Nov 2009 by Packaged Facts
• Vendor Assessment: Customer Care and Billing Industry Short List - Customer Care in the New Energy Economy
Published Oct 2009 by IDC
• IT Support, CRM & Data Processing Services in the US - Industry Market Research Report
Published Oct 2009 by IBISWorld
• Understanding the TCO of SaaS CRM and KM in the contact centre
Published Oct 2009 by Ovum Plc
• Telemarketing & Call Centers in the US - Industry Risk Rating Report
Published Oct 2009 by IBISWorld
• IT Support, CRM & Data Processing Services in the US - Industry Risk Rating Report
Published Oct 2009 by IBISWorld
• Telemarketing & Call Centers in the US - Industry Market Research Report
Published Oct 2009 by IBISWorld
• Telemarketing Services
Published Oct 2009 by First Research, Inc.
• Marketing Investment Planner 2010: Benchmarks, Key Performance Indicators, and CMO Priorities
Published Oct 2009 by IDC
|
|
|
|
0 items
