Product Type: Market Research Report
Published by: Business Insights
Published: August 2000
Product Code: R162-139Description The nature of call centers is changing, with CRM being the hot topic in call centers and business today. Already, we are seeing strong investment in technologies for loyalty and growth, but we are only at the start of the CRM revolution. Discover what technologies companies are buying and why, with Business insights' report The Future of European Call Centers. The report discusses the technological, human and business issues which will shape the future of the call center industry, providing expert analysis on sizes the country and vertical markets including the potential of the small call center, focusing on the implications that the development of the call center industry will have on your business.
Table of Contents Executive Summary
Overview
Future Business
Technology
The Internet
CRM and virtual call centres
Chapter 1 European Call Centres: 1997- 2003
Summary
Introduction
- A European outlook
- Survey methodology
Call centre growth
- The location of European call centres
- Vertical markets
Chapter 2 The Future Business of Call Centres
Summary
Attitudes
Blending
Warm calling
Activity
Staff issues
- Part-time staff
- Recruitment and retention of staff
- The agent in 2003
Chapter 3 Next-Generation Call Centre
Technologies
Summary
Speech recognition
- Quality of service
- The self-service paradigm
- Speech recognition and the contact Centre
- Drivers
- Inhibitors
- The Technology
IP-based call centres
- Attributes/advantages of IP architected contact centres
- Disadvantages of IP-based contact centres
Chapter 4 The Internet and Other Channels
Summary
E-mail
- Trends in e-mail management
Web self-service
- Trends in web-based self-service
Live agent help
- Text chat
- Web collaboration
- Voice over IP (VoIP)
- Trends in web-based live agent help
New channels: mobile and interactive TV
- Introduction
- What is Interactive TV?
- Interactive TV and other channels - a comparison
Chapter 5 CRM and Virtual Call Centres
Summary
Customer Relationship Management
- CRM-enabling technologies
- CRM implementation strategies for the call centre
- A new way of doing business: issues for the call centre
Virtual call centres
- To decentralise or centralise?
- Summary
Index
List of Figures
- Figure 1.1: Number of call centres in major European markets, 1998-2003
- Figure 1.2: Number of agent positions in major European markets
- Figure 1.3: Segmentation of agent positions in major European markets by country
- Figure 1.4: Growth of agent positions in major markets by vertical market, 1997 & 2000
- Figure 2.5: CallCentre Type
- Figure 2.6: How do vertical markets view their call centres?
- Figure 2.7: Proportion of staff dealing with inbound and outbound calls by vertical market
- Figure 2.8: Proportion of staff dealing with inbound and outbound calls by call centre size
- Figure 3.9: What will you use speech recognition for?
- Figure 3.10: Do you use speech recognition?
- Figure 3.11: What will be the main inhibitors of speech recognition uptake?
- Figure 3.12: Speech recognition sophistication
- Figure 3.13: Natural Language Understanding
- Figure 3.14: Basic IP call centre architecture
- Figure 4.15: E-mail management product trends
- Figure 4.16: Web-based live agent help product trends
- Figure 4.17: Interactive devices - cost and quality
- Figure 4.18: Selected Internet access devices in Western Europe 1998-2003
- Figure 5.19: The CRM Value Steps for call centres
- Figure 5.20: Importance of CRM solution and vendor attributes
- Figure 5.21: Evolutionary path of an agent position
- Figure 5.22: The virtual call centre where human drivers meet business ones
List of Tables
- Table 1.1: Number of European call centre sites, 1998-2003
- Table 1.2: Major European markets agent positions (000s), 1998-2003
- Table 1.3: Agent positions in Europe by vertical market (000s), 1997 & 2000
- Table 2.4: Proportion of staff dealing with both inbound and outbound calls now and in 2003 by vertical market.
- Table 2.5: Proportion of staff dealing with both inbound and outbound calls now and in 2003 by call centre size
- Table 4.6: Selected Internet access devices in Western Europe (000's)
- Table 4.7: Relative capabilities of Internet access devices
- Table 4.8: Internet access devices and utility by activity
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