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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.
Report Type:
Technology Decisionmakers Panel - Technology Decisionmakers Panel or a business trends report is based on a pre-determined survey of industry end-users. Once interviews are completed, the data is compiled, analyzed, and presented in a graphical manner. While there is some written analysis, it is very basic - one or two sentences to explain why the data is relevant. The idea of this report is to give technology vendors a quick snapshot into what end users IT needs are.
Pages: 85
Format: SlidePack
All reports are delivered within one business day, excluding weekends and holidays. If you have any questions or concerns please feel free to contact us at researchreports@infotoday.com.
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