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This IDC study examines the migration that is taking place along the customer management value chain through an examination of one vendor's solution set. It explains that:
It is fair to note that providers are no longer simply performing basic servicing for cost-effective product purchases such as infomercial response. The new emphasis is on providing a "more intuitive and naturally scripted customer care experience" that meets specific metrics and high customer satisfaction.
At the same time, VIPdesk offerings fit neatly into a current context of unfolding trends that are buoying the home-based agent model.
A good illustration is provided through a retail client of VIPdesk that wanted to provide highly specialized customer service while ensuring that the level of service and brand reinforcement was on par with the client's in-house customer service.
"At a time of such intense competition within the realm of customer management BPO ? with players from the United States, Europe, and South Asia vying for an edge ? it is perhaps a propitious time to look at the offerings of home-based vendors such as VIPdesk." ? Stephen Loynd, program manager, Contact Center Services program
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