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What Call Center Managers ThinkProduct Type: Market Research ReportPublished by: Datamonitor Published: May 2003 Product Code: R313-5674 Description IntroductionAlthough not immune to the doom and gloom of the current economic environment, the call center industry is fairly buoyant and confidence among call center managers is quite high. This brief looks at the results from a recent Datamonitor survey and discusses what is going on in the mind of the call center manager and what technology vendors should do about it. Scope Spending shift from ACDs to advanced routing and CTI. Includes a comparison of spending plans for all component technologies and software solutions No dramatic decline in outbound calling as had been expected. Includes analysis of where outbound calling is being used and the main drivers for investment Agent retention: problem or myth? Includes a discussion of training sophistication and reasons why agents leave their jobs Budget outlook. Includes in-depth analysis of spending plans for 2003 and evaluation of changes in decision-making within purchasing companies Report Highlights The brief looks at four issues, including a shift in spending from ACDs to CTI, no decline (as had been anticipated) in outbound calling, the myth of agent retention as a problem for call center managers and an overview of IT spending plans for call center managers in 2003. Reasons to Purchase Survey results from recent European research covering 300 call center managers in seven countries Discussion of the actual priorities for call center managers and the implications for technology vendors Table of Contents ABOUT DATAMONITOR WHAT CALL CENTER MANAGERS THINK APPENDIX |
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