Abstract
Introduction
A Datamonitor end-user survey analyzing trends in contact center outsourcing
procurement through 2009.
Scope of this research
- Trends in current contact center operations and CRM budgets
- Contact center managers' views on strategic issues including their
willingness to outsource operations and preferred pricing models
- In addition, this survey contains contact center managers' views on
offshore delivery location preference, self-service deployments and home agents
Research and analysis highlights
After reasonable growth in 2007 / 2008, CRM budgets in 2009 and beyond are
expected to remain flat, at best
The percentage of respondents indicating the use of outsourced agent positions
in this year' s survey was relatively small. However, this points to potential
opportunities of vendors of third-party contact center services.
There was some interest in offshoring contact center services among
respondents, however responses were mixed around preferred delivery locations
Key reasons to purchase this research
- Understand key outsourcing procurement trends among contact center
managers in North America, Europe and Australia / New Zealand
- Learn about the evolution of CRM budgets, and preferences for outsourcing
pricing models
- Develop insight around contact center managers' preferences for
offshoring, home agents and speech self-service
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