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Remote Workers in the Contact CenterProduct Type: Market Research ReportPublished by: Datamonitor Published: July 2005 Product Code: R313-11204 Description IntroductionThe brief provides an assessment of remote workers market in the contact center. It identifies the key business drivers, technology enablers and barriers to remote workers growth and assesses the opportunities currently available to technology vendors. Scope Analysis on the key business drivers, technology enablers and barriers to the growth of the remote workers market Market size and composition: how the remote workers market is set to grow through 2009 Analysis of the vertical deployments of the remote workers model Highlights Although currently in the early adopter stage, the remote workers model is gaining acceptance and by 2009, 7.5% of agents will sit outside of the traditional contact center The most growth will come from mature markets in North America and EMEA, and in particular vertical markets: financial services, government, retail, and outsourcing The emerging remote workers market presents new opportunities for vendors of Contact Center technology Reasons to Purchase Understand the business drivers and technology enablers to the growth of remote workers and respond with appropriate solutions Learn where the opportunities are, both vertically and in terms of which Contact Center component technologies will be the most successful Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 WHY REMOTE WORKERS? 5 Business Drivers for the growth of remote workers 5 Lower operational costs 5 Geographical flexibility 6 Access to a larger distributed and new pool of talent 6 Improved service levels and customer satisfaction 6 Technology enablers 7 Barriers to remote worker growth 9 Management control 9 Technology limitation 9 Cultural resistance 10 Security issues 10 MARKET GROWTH 11 Vertical uptake 13 Financial Services 13 Retail 14 Outsourcing 14 Public sector 14 Healthcare 15 Travel 15 Technology 15 ACTION POINTS 16 APPENDIX 17 Supplementary data 17 Definitions 18 Future readings 18 SPP writing team 19 How to contact experts in your industry 19 |
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