市場調查報告書

客戶經驗策略:IT買主的計劃 - 公司內部 vs. 外部委託的客服中心

Customer Experience Strategies: IT Buyer Plans for Internally Managed Versus Outsourced Contact Centers by Industry

出版商 IDC 商品編碼 763688
出版日期 內容資訊 英文 11 Pages
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客戶經驗策略:IT買主的計劃 - 公司內部 vs. 外部委託的客服中心 Customer Experience Strategies: IT Buyer Plans for Internally Managed Versus Outsourced Contact Centers by Industry
出版日期: 2018年12月26日內容資訊: 英文 11 Pages
簡介

本報告提供客服中心的供應相關組織趨勢與意向相關驗證之系統性資訊。

執行概述

概況

  • 調查結果
  • 外包商務合作夥伴的選擇

對技術買主的建議

參考資料

  • 相關調查
  • 摘要
目錄
Product Code: US44512418

This IDC Perspective looks at the trends and intentions of organizations regarding the provisioning of the contact center. Using the survey data, readers will gain an understanding of the degree to which organizations currently internally own and manage the contact center or outsource the contact center, its agents, and the management to a third party. For those who manage contact centers, this document delivers an overview of what peers are currently doing to solve their contact center needs and plan to do in the next three years across industry, allowing contact center leaders to compare themselves with their competition.According to Mary Wardley, IDC program vice president, Customer Care and CRM, "Competing on customer experience in market conditions where customer engagement is being heavily digitized means organizations need to take advantage of skill availability, whether in strategic planning or technology expertise, that allows them to meet go-to-market demands. This may come in the form of internal management, outsourcing, or a mix of both. Organizations need to be open to leveraging the best of all options."

Executive Snapshot

Situation Overview

  • Survey Results
    • Comparing Survey Population Results
      • Contact Centers by Revenue Size
      • In-House Management Versus Outsourcing and Number of Contact Centers
      • In-House Versus Outsourced Contact Centers by Select Industries
      • Agent Volumes by Provisioning Model and Industry
      • Future Agent Volumes
  • Selecting an Outsourcing Business Partner

Advice for the Technology Buyer

Learn More

  • Related Research
  • Synopsis
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