Canadian Customer Care 2006-2010 Forecast and Analysis: Industry Research Report

Canadian Customer Care 2006-2010 Forecast and Analysis

Published Date: September 2006

Published By: IDC

Page Count: 21

Order Code: R104-28128

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Description

Table of Contents

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Table of Contents
IDC Opinion
In This Study
Methodology
Definitions
Situation Overview
Market Hype and Market Reality
Table: Customer Care Contracts Impacting the Canadian Market and Canadian Vendors, 2004-2006
Shifting Demand: a Tale of Two Extremes
Figure: Changes in Customer Demand for End-User Operated Contact Centre Services
Figure: Changes in Customer Demand for Supplier Operated Contact Centre Services
Implications of Shifting Demand
Figure: Characteristics of Outsourcing Engagement Models
Future Outlook
Market Strategies
Figure: Geoffrey Moore's Five Levers Model
Forecast and Assumptions
Table: Canada Customer Care Outsourcing Services Spending, 2005-2010 (C$M)
Table: Key Forecast Assumptions for the Canadian Customer Care Market, 2006-2010
IT Services
Figure: Canada Contact Centre IT Services Opportunity, 2005?2009
Offshore/Nearshore Context for Contact Centre Services
Figure: Value Perceptions of Nearshore Outsourcing
Market Context
Figure: Canada Customer Care Outsourcing Spending, 2004?2010: Comparison of March 2005 and March 2006 Forecasts
Table: Canada F&A Outsourcing Spending, 2004-2010: Comparison of March 2005 and March 2006 Forecasts (C$M)
Essential Guidance
Actions to Consider
Learn More
Related Research
Synopsis

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