2007 Trends to Watch: Contact Center Outsourcing and Services: Industry Report

2007 Trends to Watch: Contact Center Outsourcing and Services

Product Type: Market Research Report
Published by: Datamonitor
Published: February 2007
Product Code: R313-20770

Description

Introduction

Contact center outsourcing continues to evolve rapidly, and this business trends brief identifies the major trends that vendors and investors in this space need to know. It also provides an overview of all contact center outsourcing content Datamonitor intends to cover in 2007.

Scope

An overview of challenges facing the contact center outsourcing sector How Datamonitor will address these challenges in its research streams Datamonitor's take on the future of contact center outsourcing Broad strategies to help outsourcing vendors and investors to profit over the long term from these services

Highlights

Datamonitor feels that contact center outsourcing will face tremendous challenges with the emergence of late-adopting vertical markets The evolution of horizontal functions will also challenge contact center outsourcers, as more investors move toward one-stop-shops for multiple services Technology shifts will also be an area of concern for outsourcers, as end-users rapidly adopt new and sophisticated contact channels

Reasons to Purchase

Learn about the important strategic challenges facing contact center outsourcers in the coming 12 months Identify the right approaches to take when addressing vertical, horizontal and technology-based issues from the standpoint of outsourcing Understand Datamonitor's research steam can help outsourcers manage in the ever-changing business environment

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
2007 TRENDS TO WATCH: CONTACT CENTER OUTSOURCING AND SERVICES: Top 3 business issues facing the contact center outsourcing industry; Changes in demand among traditional and emerging vertical markets; Shifts in horizontal requirements from outsourcing investors; Adopting new agent models and leveraging self-service technology
DATAMONITOR'S TAKE: Growth in demand from emerging vertical markets means new and challenging business models; Business priorities are changing and so are outsourced contact center functions; New technologies will change the face of outsourced customer management
APPENDIX: Methodology; Further reading; Ask the analyst

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