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U.S. Home-Based Agent 2005-2010 Forecast and Analysis: Converging Economic Forces to Drive the Expansion of Homeshoring in the United StatesProduct Type: Market Research ReportPublished by: IDC Published: December 2005 Product Code: R104-24356 Description
This IDC study examines the up-and-coming market for home-based customer care agents. The forecast also profiles some of the key providers that are influencing the growth of homeshoring. In the process, the document answers questions such as the following: Who are some of the main providers of home-based agent services? What are the macroeconomic trends that will serve to carry the homeshoring market to ever-greater heights? Why are those influential economic trends considered systemic, with long-term implications? What kind of growth can the market expect over the next five years? What are some of the other factors that make homeshoring compelling?"Over time, offshore outsourcing of customer care will be associated more and more with its neglected sibling, homeshoring. Ironically, outsourcing therefore will be associated not only with the offshoring of U.S. jobs, but also with the expansion of employment opportunities in the United States. Offshoring's underestimated sibling, homeshoring, is about to hit a growth spurt." ? Stephen Loynd, senior analyst, IDC's CRM and Customer Care BPO program. Table of Contents
Table of ContentsIDC Opinion In This Study Methodology Executive Summary Situation Overview Introduction Market Overview Current Situation and Market Influencers Technology Petroleum Cost of Living Wages in a Global Economy Future Outlook Forecast and Assumptions Table: Key Forecast Assumptions for the U.S. Home-Based Agent Market, 2005-2010 Table: U.S. Home-Based Agents and Revenue, 2005-2010 Market Strategies Industry Impact Vendor Profiles Alpine Access Aspect Software Avaya IntelliCare LiveOps Telerx VIPdesk West Corp. Willow CSN Working Solutions XACT TeleSolutions Partnership Alliances Essential Guidance Actions to Consider Learn More Related Research Definitions Contact Center Contact Center Agent Contact Center Outsourcing Nearshore Outsourcing Offshore Outsourcing Customer Care Services Client Customer Customer Relationship Management Services Customer Data Repository Text Chat Web Collaboration Web-Enabled Contact Center Voice over Internet Protocol Outbound, Inbound, and Blended Interaction Methodology Primary Data Sources for Sizing the Customer Care Services Market Secondary Data Sources for Sizing the Customer Care Services Market Worldwide Data Gathering Global Regions Synopsis |
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