The contact centre industry is relatively young but it grew rapidly over the past couple of decades. With China’s booming call centres market and lots of companies worldwide that need to upgrade their technology and customer service solutions, business opportunities are on the line: the global call centre service revenues are expected to reach US$189.3 Billion by 2015.
Whether a call centre is the core of your business or the first line of contact with your current and future customers, we
have the reports and market research that you need to enhance your success. The publications listed under Research and Markets’ Call Centre category cater for both vendors and service providers and companies that have a contact centre (either in-house or outsourced), with a wealth of information about the most recent technologies, the trends, opportunities and challenges of the market and the top players that are leading the way.
Topics covered include but are not limited to: inbound contact routing, including automated call distribution (ACD) and computer telephony integration (CTI); interactive voice response (IVR) and voice portals; outbound dialers; quality monitoring; contact center analytics (including speech analytics); queuing solutions; workforce software management.