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市場調查報告書
顧客服務的家庭代理服務·服務的業者簡介:Alpine Access
Alpine Access: Vendor Profile Series for Home-Based Agent Services in Customer Care
| 出版商 |
IDC |
| 出版日期 |
2011年12月 |
商品編碼 |
226514 |
| 內容資訊 |
英文 Pages: 15 |
| 價格 |
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顧客服務的家庭代理服務·服務的業者簡介:Alpine Access 是由出版商IDC在2011年12月所出版的。
這份英文市場調查報告書包含Pages: 15 價格從美金3500起跳。
家庭代理服務的提供模式為因應顧客服務的聯絡方式，以家庭顧客服務代理的利用為基本。這些的虛擬代理商，從家庭利用遠程進行通話和其他客戶的反應。
本報告提供家庭代理服務的提供模式專門的聯絡中心/顧客服務供應商的Alpine Access公司相關資料，為您概述為以下內容。
IDC的見解
關於本供應商資料
概況
- 企業概要
- 企業策略
- 產業的專門知識
- 家庭代理服務人力資源動態
- 供應商的地位/差異化
- 採用，訓練，確保人才的投資
- 安全和傳輸的基本設備
- 市場策略和SaaS服務
今後展望
主要的建議
參考資料
This IDC Vendor Profile highlights Alpine Access, a contact center and customer care provider that uses the home-based agent delivery model exclusively. The home-based agent delivery model is based on the use of home-based customer care agents to field customer care inquiries. These virtual agents facilitate calls and other customer interactions remotely from their homes. Primarily a virtual contact center organization, Alpine Access also offers elearning and erecruiting solutions in a software-as-a-service (SaaS) model. These offerings are both proprietary solutions based on Alpine Access' internal recruiting and training procedures, which allow customers utilizing the home-based agent model in-house to take advantage of technology and guidance from Alpine Access.
Table of Contents
IDC Opinion
In This Vendor Profile
Situation Overview
Company Overview
Company Strategy
Industry Expertise
Home-Based Agent Workforce Dynamics
Value Proposition/Differentiators
Scheduling
Employee Profile
Scalability/Ramp-Up Time
Investments in Recruiting, Training, and Retaining Talent
Recruiting Talent
Recruiting Platform
Training
Retention
Challenges
Security and Delivery Infrastructure
Go-to-Market Strategy and SaaS Offerings
Future Outlook
Essential Guidance
Learn More
Table: Overview of Alpine Access, 2011
Table: Alpine Access Revenue, 2009-2011 ($M)
Table: Alpine Access Home-Based Agent Head Count, 2009-2011
Table: Alpine Access Home-Based Agents per Client Engagement
Figure: Alpine Access Revenue Distribution by Vertical
Figure: Alpine Access Agent Location
Figure: Alpine Access Agents by Horizontal Process
Figure: Alpine Access Agents by Full- and Part-Time Status
Figure: Alpine Access Agent Skills
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