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Business Trends 2008 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
Business Trends 2008 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
- Report price : $ 3 395
- Publication date : September 2008
- Length : 85 pages
Business Trends 2008 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
Introduction
Datamonitor's annual survey of contact center outsourcing clients, highlighting the trends that are likely to emerge over the coming twelve months
Scope
*This slide pack provides insight into the needs of contact center outsourcing clients
*It examines key themes, including self-service, contact channels, home-based agents and delivery location preference
*Geographies covered include North America, Europe and Australia / New Zealand
*Verticals analyzed include financial services, telco, retail, manufacturing / technology, health care, public sector, utilities and travel & tourism
Highlights
Contact center outsourcing clients have identified quality of labor and price as key determinants of vendor selection
Key determinants of offshore location selection include stability, cost of labor and availability of multilingual agents
Self-service and home agent deployments have not emerged as viable mass-market substitutes for offshore contact center services
Reasons to Purchase
*Learn about key contact center outsourcing trends among clients of these services
*Identify spending priorities among outsourcing clients
*Learn about the locations that outsourcing clients are will consider for offshore delivery, as well as those that are out of favor.
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