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Of A Predicted 17,900 Call Centers In Europe In 2003, 3,400 Are Set To Be...

According to a new report from Datamonitor, web-integrated call centers have the potential to unlock online opportunities and revolutionize direct contact performance.

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There Will Be A Total Of 3,650 Virtual Call Centers In Europe And The US In 2003

The concept of Virtual call centers, the networking of call centers, allows agents to work from home, another site or even a different continent, rather than the typical ‘warehouse’ single site...

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Global Personalization Technologies - Datamonitor

Research by Datamonitor shows the expansion of online commerce and the development of new channels (wireless devices, interactive television), personalization technologies allow companies to treat...

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Call Centers In EMEA - Extracts from Datamonitor Report

In this extract of the Datamonitor report, it covers 23 EMEA call center markets, examining them by number of agent positions, number of call centers and call center size.

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A Property Perspective: Call Centres As Workspaces – Where Are We Heading?

Jeremy Brookes, GVA Grimley - International Property Advisors, shares his view on the new breed of property occupier and how the characteristics of the call centre have changed and what this means for...

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Are You Listening To Your Customers?

A guide to understanding the strategic importance of customer contact recording and analysis

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The Workforce Management Industry

A Quick Round-up Of The Workforce Management Market By Datamonitor

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The Future Of Customer Service Software

An executive summary of how a North American service automation software markets to 2006

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ACRM Market Overview

Globally the ACRM market is worth $2.35b broken down as shown in below. Overall the market is dominated by North American sales, but there are significant markets in EMEA and Asia-Pacific.

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What Is Analytical CRM?

The complexity and vagueness of the ACRM project is such that buyers are especially wary when purchasing products at such high cost.

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Pure IP-ACD Solutions

In a linear chart showing percentages of new revenues, Datamonitor outlines that pure IP-ACD and pure IP solutions transform a call center into an IP-architected contact center.

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Multisourcing and The End Of The IT Mega Deal

Julian Hewett shares opinions on IT mega deals and how the industry is evolving

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Networked Call Centers in North America, 2002 – 2007

Extract from the report report 'Hosted, Networked and Virtual Call Centers' (Oct 2003)

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Networked Call Centers in EMEA, 2002 - 2007

Extract from the report report 'Hosted, Networked and Virtual Call Centers' (Oct 2003)

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Hosted Call Centers in North America and EMEA 2002-2007

Extract from the report report 'Hosted, Networked and Virtual Call Centers' (Oct 2003)

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Revisiting Workforce Management: The Evolution of a Niche Market

Workforce management is evolving. It is no longer simply scheduling, but rather a component technology within the broader WOTS space. This brief’s mandate is the WFM space within WOTS.

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Agent Analytics: Profiting From Performance

This brief discusses the agent analytics part of the Workforce Management Optimization Technologies space and several key issues are currently affecting the area of agent analytics and its role within...

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The Vertical Guide to US Customer Relationship Outsourcing

This research article discusses reasons as to why outsourcers are re-locating to offshore/nearshore locations.

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BPO Contracts in Crisis and The Role of the Advisor

In order to avert potential crises with Business Process Outsourcing (BPO), contracts need to be constantly re-negotiated and managed just like any other commercial asset.

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Hidden Gems In Eastern Europe And North Africa

Eastern Europe and North Africa are fast becoming choice locations for West European firms to base customer care operations.

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Intelligent Outsourcing – How Healthy Is Your Relationship?

Most first generation outsourcing was simply a matter of handing over a service and asking the supplier to run it for you ‘as is’ with no added innovation or change.

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The Future Of Contact Center Outsourcing In India And The Philippines

Even with concerns and the perception of losing control, contact center markets such as the Philippines are set to see further expansion through 2009.

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Managing BPO Performance Improvement

Starting simply with standard spreadsheet tools, working with the business to establish requirements and building models iteratively, an organisation can begin to capture key measures, evolving,...

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A Growing Contact Center Market Looks To Build Global Business - Part 1

The ability of customer care facilities to satisfy any or all of these requirements is crucial in developing new business.

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A Growing Contact Center Market Looks To Build Global Business - Part 2

According to Datamonitor, Egypt is a viable client service choice for companies concerned about reducing overhead costs, while at the same time maintaining a very high degree of customer interaction...

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A Growing Contact Center Market Looks To Build Global Business - Part 3

In Part 2, different aspects of the Egyptian call center industry such as market size, agent wages, availability, education, linguistic skills, commercial sophistication and stability were presented...

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The Ins And Outs Of In-sourcing

You might be forgiven for thinking that in-sourcing was the latest outsourcing trend, according to some recent media reports. But what is really happening on the ground is far harder to discern and so...

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Thoughtful Outsourcing And The Bridging Of Cultures

According to Robin, the secret to a successful outsourcing partnership lies in understanding exactly which parts of the business benefit from outsourcing and then finding and selecting a partner with...

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Speech Self-Service, Slowly Leaving An Indelible Impact On The Voice Of...

Daniel Hong and Peter Ryan of Datamonitor discuss how speech recognition was once viewed as a futuristic technology that would never leave the realm of science fiction. But over the past 50 years, key...

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Huge Asia Opportunity for CRM Outsourcers

The retail sector represents a massive future growth opportunity for CRM (customer relationship management) outsourcers in Asia-Pacific (AP), with contact centre agents servicing the industry projected...

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Businesses Shun 'Risky' Offshore Call Centres

The offshore call centre business is likely to get tougher in the coming years, as businesses worry more about losing customers due to offshoring, according to a report by Ovum.

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Contact Centre Agents Scored on Customer Satisfaction, Not Speed

A collective sigh of relief might be called for - it seems customer support agents are increasingly being rated on their ability to satisfy us, rather than completing the calls as quickly as possible.

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Granular Security to Curb Contact Center Insider Data Theft

The risk of insider theft of customer data in contact centers has increased in line with the boom in data volume, but this can be mitigated with granular security and vigilance, analysts note.

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New Ovum Report Reveals Strong Enterprise Appetite for RCS Messaging and Chat

Ovum's Enterprise Messaging Survey 2017 explores the rapidly-evolving business-to-consumer communications market, revealing a growing business appetite for more interactive forms of enterprise...

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Jacada Recognized by Ovum Among Top 10 RPA Vendors

Ovum highlights Jacada’s customer service RPA strategy and focus

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Quadient Cited in Ovum's Report

Quadient announced that it is included in Ovum’s report “Customer Journey Management’s Path to Optimization” as the only customer communications management (CCM) technology provider offering...

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Verint Recognized for Market Leadership in Intelligent Virtual Assistant...

Ovum Recognizes Verint’s AI-Powered IVA for Technological Innovation, Ability to Speak the Consumer’s Language, Depth of Tools and Service, Easy Integration with Back-End Systems

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[24]7.ai Named a Leader in Ovum Decision Matrix for Intelligent Virtual...

Analyst report recognizes [24]7.ai for leadership in unified voice and digital solutions, bot-agent collaboration, deep intent prediction and vertical expertise [24]7.ai, a global provider in...

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