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CRM Business Trends 2010
Ovum, Feb 2011, Pages: 51
Introduction
Trends associated with contact center outsourcing and services, based on interviews with contact center managers across major geographies and verticals.
Features and benefits
- Trends in current contact center operations and CRM budgets
- Contact center managers' views on operational issues, including pricing, offshoring, and home agents
- Insight into current social media deployments and CRM applications for social media
Highlights
- CRM budgets are showing signs of life once again, but growth remains tepid at best.
- Quality- and agent-related issues remain the key in-house contact center pain points across regions and verticals.
- Social media has vaulted into the CRM space, with approximately 1 in 3 contact center managers identifying it as a channel used for customer relationship building.
Your key questions answered
- What are the key CRM priorities for enterprises in North America, Western Europe, and Australia?
- From a vertical perspective, how are enterprises planning outsourced contact center investment?
- To what extent is social media being adopted as a contact channel, and what do outsourcers need to do in order to profit from this trend?
- What pricing models are most popular for CRM oustourcing?
- Which offshore locations are most favored, and to what extent are contact center managers prepared to move CRM work to non-domestic centers?
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