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Business Trends: Knowing your contact center outsourcing customerProduct Type: Market Research ReportPublished by: Datamonitor Published: May 2008 Product Code: R313-32509 Description IntroductionA survey of users of contact center outsourcings services by end-users across North America, Western Europe and Australia / New Zealand. Scope 150 interviews with outsourcing investors from Western Europe, North America and Australia / New Zealand Respondents from across vertical markets, including financial services, telcos, retail and the public sector An overview of the current outsourcing investor market base, including demographic data from Datamonitor's Business Trends primary research Discusses technology adoption trends of outsourcing investors, including self-service, multichannel and home-agents Report Highlights Outsourcing investors continue to place priority on quality and location stability as the major pain points of concern when choosing a location in which to do business Respondents in all regions are split in regard to how CRM budgets are likely to evolve over the course of the next 12 months A sizable number of respondents stated a willingness to examine home agents as a means of countering offshoring, a remarkable result for such a new business model Reasons to Purchase Effectively map contact center solutions to address outsourcing pain points Gain firsthand insight on investment priorities and location outlooks for 2007 Learn to target outsourcing prospects more effectively Please Note: this is delivered as a Zip File. Table of Contents
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