2009年的商業趨勢：客服中心的多通路策略

2009 Business Trends: multichannel strategies in the contact center

出版商	Ovum, Ltd.
出版日期	2010年01月	商品編碼	115621
內容資訊	英文 Pages: 61
價格	US $ 3495 PDF by E-mail (Single use license) US $ 8738 PDF by E-mail (Global license)

簡介
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2009年的商業趨勢：客服中心的多通路策略 是由出版商Ovum, Ltd.在2010年01月所出版的。這份英文市場調查報告書包含Pages: 61 價格從美金3495起跳。

簡介

本報告，針對200位客服中心的負責人，對於IT預算･投資計畫･通路的優先順序等問題進行詢問，並彙整該答覆結果，且分別以人口動態、IT預算的動向、策略目標･經營目標、多通路的優先順序、廠商選擇標準等5個部門進行業界動向的分析，包含圖表共61頁，由下列摘要形式闡述。

This business trends study is part of Ovum Enterprise’s Customer Interaction Technologies research. A survey was taken, asking 200 contact center managers about their IT budgets, investment plans, and channel priorities.
The study is broken down into five sections. Each section is summarized at the beginning before being shown graphically. The report includes segmentation by region and vertical.

• Section 1 - Demographics: This provides a breakdown of the sample by country, contact center size band, number of employees and vertical market.
• Section 2 - IT budget trends: This covers how IT budgets have changed from 2008 and if enterprises are planning to increase or decrease them in 2010. It also provides information on how enterprises’ IT budgets are split by technology and provider and which positions have the most influence over contact center decision making
• Section 3 - Strategic goals and business objectives: This section indicates enterprises’ key goals and business objectives for 2009 and 2010. It looks at how IT budget trends affect priorities in the contact center.
• Section 4 - Multi-channel priorities: This addresses enterprises’ most used channels, looking at investments in emerging channels such as social media, SMS and video. It includes information on use of web self-service tools, customer surveying and training needs.
• Section 5 - Vendor selection criteria: Enterprises were asked about their key criteria for choosing a multi-channel contact center vendor and hosted services provider.

• Scope of research 3
• Executive summary 4
• Section 1: Sample demographics 10
• Section 2: IT budget trends 13
• Section 3: Strategic goals and business objectives 21
• Section 4: Multi-channel priorities 32
• Section 5: Vendor selection criteria 55