Cover Image
市場調查報告書

2016年關注趨勢:客服中心的外包

2016 Trends to Watch: Contact Center Outsourcing

出版商 Ovum, Ltd. 商品編碼 355302
出版日期 內容資訊 英文 10 Pages
商品交期: 最快1-2個工作天內
價格
Back to Top
2016年關注趨勢:客服中心的外包 2016 Trends to Watch: Contact Center Outsourcing
出版日期: 2015年11月04日 內容資訊: 英文 10 Pages
簡介

本報告提供今後12∼14個月的客服中心的外包供應商和客戶應關注的重要市場因素分析等相關資料,為您概述為以下內容。

第1章 摘要

  • 概要
  • Ovum的見解
  • 主要的訊息

第2章 建議

  • 對企業的建議
  • 對供應商的建議

第3章 商務趨勢與技術的可能化因素

  • 2016年對客服中心、外包來說到是分裂的一年

第4章 在主要需求市場中混雜的消費者需求

  • 在加拿大、巴西、歐洲有限制的通話數預計成長
  • 美國、澳洲、紐西蘭前景良好

第5章 企業關注的資料保護

  • 最近的駭侵提高企業對資料安全的意識

第6章 客戶體驗在2016年變重要

  • 對顧客滿意度的優先級仍高
  • 被視為客戶體驗的領導者的供應商可在商務上取勝

第7章 新興國內地區的年齡

  • 瞄準海上遞送多樣化的企業
  • 新配送中心登場的摸索

第8章 附屬資料

  • 調查手法
  • 相關報告書
  • 著者
目錄
Product Code: IT0019-003509

This Ovum 2016 Trends To Watch report highlights the key market elements that contact center outsourcing vendors and clients need to watch for over the next 12-14 months. Data protection matters, customer experience, varying levels of consumer activity, and emerging offshore centers round out the topics discussed.

Highlights

  • In 2016, economic preoccupations in several key demand markets will impact the ability of contact center service vendors to grow agent volumes.
  • Over the next 12 months, enterprise contact center decision-makers will place a greater emphasis than ever on data protection capabilities when choosing a vendor partner.
  • Customer experience will remain a key objective of enterprise contact center decision-makers in 2016.
  • Learn about the major trends for contact center outsourcing delivery and procurement in 2016.
  • Understand what enterprise contact center decision-makers will be prioritizing when choosing a vendor over the next 12 months.

Features Benefits

  • Learn about the major trends for contact center outsourcing delivery and procurement in 2016.
  • Understand what enterprise contact center decision-makers will be prioritizing when choosing a vendor over the next 12 months.
  • Learn about the new offshore and nearshore delivery locations that should be on the radars of outsourced contact center vendors and clients.
  • Determine the extent to which specific value-added services will be important in the development of a strong third-party CRM offering in 2016.

Questions Answers

  • Which demand markets represent the best opportunities for contact center outsourcers in 2016?
  • Which criterion will enterprise contact center managers focus upon when choosing an outsourcing vendor in 2016?
  • What offshore and nearshore contact center outsourcing delivery markets are expected to emerge in 2016?

Table of Contents

1. Summary

  • Catalyst
  • Ovum view
  • Key messages

2. Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

3. Business trends and technology enablers

  • 2016 will be a disruptive year in contact center outsourcing

4. Mixed consumer demand in key demand markets

  • Expect limited call-volume growth in Canada, Brazil, Europe
  • Expect better conditions in the US, Australia, and New Zealand in 2016

5. Data protection top of mind for enterprises

  • Recent hacks have enterprises concerned about data security

6. Customer experience will be crucial in 2016

  • Business will continue to prioritize customer satisfaction
  • Vendors will win business by being thought leaders in customer experience in 2016

7. 2016: The year of emerging nearshore locations

  • Enterprises will aim to diversify offshore delivery in 2016
  • Look for unconventional delivery centers to emerge in 2016

8. Appendix

  • Methodology
  • Further reading
  • Author

Figures

  • Figure 1: IMF economic forecasts for key demand markets, 2015-16
  • Figure 2: IMF economic forecasts for key demand markets (US, Australia, and New Zealand), 2015-16
  • Figure 3: Enterprise outsourcer selection criterion
Back to Top