表紙
市場調查報告書

Frost Radar:歐洲的客戶體驗外包服務市場,2020年

Frost Radar: European Customer Experience Outsourcing Services, 2020

出版商 Frost & Sullivan 商品編碼 951776
出版日期 內容資訊 英文 43 Pages
商品交期: 最快1-2個工作天內
價格
Frost Radar:歐洲的客戶體驗外包服務市場,2020年 Frost Radar: European Customer Experience Outsourcing Services, 2020
出版日期: 2020年07月09日內容資訊: 英文 43 Pages
簡介

全球客戶體驗(CX)外包服務市場,受到商品化的挑戰。近幾年產業的焦點,從成本和人力資源的問題,轉移到提高客戶和代理商的體驗歐洲的CX外包服務市場,也隨著技術和經營模式的創新而變化,透過與合作夥伴和客戶的緊密合作,加速在多供應商環境中進行創新的動力。

本報告提供歐洲的客戶體驗(CX)外包服務市場調查,策略性的必要事項與成長環境,主要企業,策略性考察,主要企業的影響等資訊。

目錄

策略性必要事項與成長環境

  • 策略性必要事項
  • 成長環境

fuFROST RADAR

  • Frost Radar:歐洲的客戶體驗外包服務市場
  • Frost Radar: 競爭環境

開展事業的企業

  • Atento
  • Bosch
  • Capita
  • CGS
  • Comdata
  • Concentrix
  • Covisian
  • Grupo Konecta
  • Majorel
  • Sitel
  • Sutherland Global Services
  • SYKES
  • Teleperformance
  • TELUS International
  • Transcom
  • TTEC
  • Webhelp

策略性考察

接下來的步驟:Frost Radarm的有效利用

Frost RadarAnalytics

  • Frost Radar:今後的成長性的基準
  • 免責聲明
目錄
Product Code: K474-64

Benchmarking Future Growth Potential

The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to customer and agent experience enhancement. Technology has a significant role in helping companies meet evolving customer demand as change is primarily driven by customers who prefer digital solutions.

In Europe, the CX outsourcing services market has some unique requirements in terms of language and demand for nearshore / onshore capabilities. The market has witnessed a shift with innovations across technology and business models. Greater reliance on partnerships and the ecosystem are also imperative to growth. Working closely with partners and clients, many of whom are long-term associates, helps outsourcers to initiate innovation in a multi-vendor environment and retain relevance.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Table of Contents

Strategic Imperative and Growth Environment

  • Strategic Imperative
  • Growth Environment
  • Growth Environment (continued)
  • Growth Environment (continued)

Frost Radar™

  • Frost Radar™: The European Customer Experience Outsourcing Services Market
  • Frost Radar™: Competitive Environment
  • Frost Radar™: Competitive Environment (continued)

Companies to Action

  • Atento
  • Bosch
  • Capita
  • CGS
  • Comdata
  • Concentrix
  • Covisian
  • Grupo Konecta
  • Majorel
  • Sitel
  • Sutherland Global Services
  • SYKES
  • Teleperformance
  • TELUS International
  • Transcom
  • TTEC
  • Webhelp

Strategic Insights

  • Strategic Insights

Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders

  • Significance of Being on the Frost Radar™
  • Frost Radar™ Empowers the CEO's Growth Team
  • Frost Radar™ Empowers Investors
  • Frost Radar™ Empowers Customers
  • Frost Radar™ Empowers the Board of Directors

Frost Radar™ Analytics

  • Frost Radar™: Benchmarking Future Growth Potential
  • Frost Radar™: Benchmarking Future Growth Potential
  • Frost Radar™: Benchmarking Future Growth Potential
  • Legal Disclaimer