Product Type: Market Research Report
Published by: Everest Research Institute
Published: February 2008
Product Code: R3492-65Description This report provides an overview of current and emerging trends in the contact center services market, with an emphasis on offshoring. The report outlines the emerging shift from Contact Center Outsourcing (CCO) to Customer Management Outsourcing (CMO) including drivers and potential impact on the market. It details current and emerging delivery locations including costs, capabilities and risks, and trade-offs that need to be considered while evaluating contact center locations.Table of Contents - Section I: Summary of key messages
- Section II: Market overview
- Market definition
- Size, growth, and maturity
- Key market challenges
- Section III: Perspectives on market evolution
- Transformation of value proposition
- Key enablers of transformation
- Section IV: Supply-side trends
- Key supplier developments
- Location considerations
- Section V: Implications for key stakeholders
- Implications for buyers
- Implications for suppliers
- Appendix
- Appendix A: Key supplier profiles
- Appendix B: Glossary of terms
- Appendix C: Additional research recommendations
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