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市場調查報告書

北美的客服中心定位市場趨勢與預測

North American Contact Center Location Trends, Forecast to 2022

出版商 Frost & Sullivan 商品編碼 539629
出版日期 內容資訊 英文 42 Pages
商品交期: 最快1-2個工作天內
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北美的客服中心定位市場趨勢與預測 North American Contact Center Location Trends, Forecast to 2022
出版日期: 2017年07月25日 內容資訊: 英文 42 Pages
簡介

本報告提供北美的客服中心定位市場相關調查分析,市場概要,推動因素、阻礙因素,供應商簡介,成長機會等系統性資訊。

摘要整理

市場概要

  • 客服中心定位市場主要趨勢
  • 實況代理商的發展類型,趨勢比較,北美
  • 影響定位購買決策的主要原因

推動因素、阻礙因素

  • 市場的推動要素
  • 市場的阻礙要素

主要的客服中心定位/選址供應商簡介

  • The Boyd Company, Inc.
  • CBRE Labor Analytics
  • ESRP
  • Site Selection Group

成長機會及行動請求 (CTA)

  • 成長機會1
  • 成長機會2
  • 成長機會3
  • 客服中心安裝的策略性必要事項

彙整

結論

附錄

關於Frost&Sullivan

目錄
Product Code: 9AC4/0D

A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom

Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, over the short to medium terms. The spate of retail store closures is opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments are another option. Nearshore and offshore contact centers remain viable where cost is a prime consideration, and they may be expanded or repositioned to serve growing customer service and sales demand in those nations. However, the same forces that are prompting contact center expansion may lead to higher agent churn and shrinking labor pools. Over the longer term, economic changes, automation, and contact center alternatives (e.g., work at home agents [WAHAs], informal agents [IAs]) will balance the labor market. But they may slow contact center growth and could lead to fewer contact center seats. The net result may be a smaller, richer, focused, productive, and diverse customer contact ecosystem.

New analysis from Frost & Sullivan's Digital Transformation program titled North American Contact Center Location Trends, 2017 finds that economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore and return from nearshore and offshore locations over the short to medium term. The spate of retail store closures are opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments is another option. Nearshore and offshore contact centers remain viable where cost is a prime consideration, and they may be expanded or repositioned to serve growing customer service and sales demand in those nations. But the same forces that are prompting contact center expansion may lead to higher agent churn and shrinking labor pools. Over the longer term, economic changes, automation, and contact center alternatives (e.g., work at home agents (WAHAs), informal agents (IAs) will slow contact center growth and may lead to fewer contact center seats. The result will be a smaller, richer, productive, and diverse integrated omnichannel customer contact ecosystem.

Table of Contents

1. NORTH AMERICAN CONTACT CENTER LOCATION TRENDS, FORECAST TO 2022

Executive Summary

  • Key Findings
  • CEO's Perspective

Market Overview

  • Top Contact Center Location Market Trends
  • Live Agent Deployment Types, Trends Comparison, North America, 2017 and 2022
  • Key Factors Impacting Location Buying Decisions

Drivers and Restraints

  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Market Restraints
  • Restraints Explained
  • Restraints Explained (continued)

Featured Contact Center Location/Site Selection Vendor Profiles

  • The Boyd Company, Inc.
  • CBRE Labor Analytics
  • ESRP
  • Site Selection Group

Growth Opportunities and Calls to Action

  • Growth Opportunity 1-Canada/Eastern Europe
  • Growth Opportunity 2-Co-Location
  • Growth Opportunity 3-Retail Closures
  • Strategic Imperatives for Locating Contact Centers

The Last Word

  • The Last Word-5 Predictions

Conclusion

  • Conclusion
  • Legal Disclaimer

Appendix

  • Abbreviations and Acronyms Used
  • Additional and Related Sources of Contact Center Location Information

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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