Introduction
This survey analyzes the attitudes of small call centers to a number topics, including customer service, key decision makers, CIM and CRM technology vendors, multi-media, resellers & channels, and hosted solutions.
Scope
Call centers containing between 10 and 100 APs, from SMEs to smaller centers within large organizations.
Country segmentations for Benelux, France, Germany, Italy, Spain. the Nordics, and the UK.
Highlights
The average small call center in Europe plans to expand by 13% between 2004 and 2005.
Emails account for 21% of contact in small European call center. SMS is the fastest growing channel.
23% of small call centers in Europe currently purchase managed and hosted contact center services.
Reasons to Purchase
Understand the demands of the fastest growing sector of the European call centre market.
Determine which vendors have largest installed base and strongest reputation in the European mid-market.
Select the right channels and strategies with to approach this very fragmented market.
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