What Call Center Managers Think: Industry Research Report

What Call Center Managers Think

Published Date: May 2003

Published By: Datamonitor

Page Count: 14

Order Code: R313-5674

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Introduction
Although not immune to the doom and gloom of the current economic environment, the call center industry is fairly buoyant and confidence among call center managers is quite high. This brief looks at the results from a recent Datamonitor survey and discusses what is going on in the mind of the call center manager and what technology vendors should do about it.

Scope
Spending shift from ACDs to advanced routing and CTI. Includes a comparison of spending plans for all component technologies and software solutions

No dramatic decline in outbound calling as had been expected. Includes analysis of where outbound calling is being used and the main drivers for investment

Agent retention: problem or myth? Includes a discussion of training sophistication and reasons why agents leave their jobs

Budget outlook. Includes in-depth analysis of spending plans for 2003 and evaluation of changes in decision-making within purchasing companies

Report Highlights
The brief looks at four issues, including a shift in spending from ACDs to CTI, no decline (as had been anticipated) in outbound calling, the myth of agent retention as a problem for call center managers and an overview of IT spending plans for call center managers in 2003.

Reasons to Purchase
Survey results from recent European research covering 300 call center managers in seven countries

Discussion of the actual priorities for call center managers and the implications for technology vendors

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