Product Type: Market Research Report
Published by: Frost & Sullivan
Published: March 2000
Product Code: r1-1611Description Dramatic developments in electronic commerce and the implementation of customer relationship management initiatives are forcing the traditional call centers to evolve into next-generation multi-media contact centers. The seamless integration of an enterprise s web site and call center enables a web-browsing consumer to interact in real time with a customer service rep-resentative via a number of different communication devices, including e-mail, interactive web-response, call return or the use of toll-free numbers. This report from Frost & Sullivan studies the market trends and challenges for U.S. web-enabled call centers, and gives the most up-to-date research available. It is an indispensible road-map to this emerging market and can help your company navigate the future successfully.Table of Contents
- Introducing the Market Engineering Consulting Report
- Executive Summary
- Introduction to theWeb-Enabled Call Center Markets
- Summary of Major Findings
- Market Engineering Research Methodology
- Research Scope
- Research Methodology
- Market EngineeringForecasting Methodology
- Glossary of Terms
- Industry Challenges
- Identification of Challenges Facingthe Web-Enabled Call Center Industry
- Market Engineering Measurement Analysis of the Total Web-Enabled Call Center Industry
- Introduction
- Market Engineering Research Measurement System
- Market Engineering Research for the Real-Time Web Collaboration Software Market (1996-2006)
- Total Market Segment Analysis
- Market EngineeringResearch Measurement System
- Market Engineering Researchfor the U.S. Interactive Web Response Software Market (1996-2006)
- Total Market Segment Analysis
- Market Engineering Research Measurement System
- Market Engineering Researchfor the Contact Media Integration Software Market (1996-2006)
- Total Market Segment Analysis
- Market EngineeringResearch Measurement System
- Market Engineering Research for the Internet Protocol-Automatic Call Distributor (IP-ACD) Market (1996-2006)
- Total Market Segment Analysis
- Market Engineering Research Measurement System
- Market Engineering Strategy
- What Is Market Engineering Strategy?
- Market EngineeringStrategic Recommendations
- Market Engineering Planning
- Integrating Market Engineeringinto the Business Planning Process
- Implementation of Market Engineering
- How to Implement Market Engineering in a Company
- Market Engineering Monitoring of the Web-Enabled Call Center Market
- Purpose of Market Engineering Monitoring
- Monitoring Strategies for the Web-Enabled Call Center Market
- Market Engineering Awards for theU.S. Web-Enabled Call Centers Market
- Frost & Sullivan's 2000Market Engineering Awards
- Market Engineering Awards
- Database of Key Industry Participants
- Market Engineering Supplement
- Introduction
- Strategic Significance of the Market Engineering Measurements
- How to Improve the Market Engineering Strategy Development Process
- How to Implement Market Engineering in a Company
- How to Make the Most of ThisMarket Engineering Report
- How to Design a SuccessfulMonitoring Program
- Top Ten Critical Elements of aMarket Engineering Program
- Strategic Recommendations forFurther Research
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