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市場調査レポート

北米のコンタクトセンターロケーション市場の動向と予測

North American Contact Center Location Trends, Forecast to 2022

発行 Frost & Sullivan 商品コード 539629
出版日 ページ情報 英文 42 Pages
納期: 即日から翌営業日
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北米のコンタクトセンターロケーション市場の動向と予測 North American Contact Center Location Trends, Forecast to 2022
出版日: 2017年07月25日 ページ情報: 英文 42 Pages
概要

当レポートでは、北米のコンタクトセンターロケーション市場について調査分析し、市場概要、促進要因・抑制要因、ベンダーのプロファイル、成長機会など、体系的な情報を提供しています。

エグゼクティブサマリー

市場概要

  • コンタクトセンターロケーション市場の主要動向
  • ライブエージェントの展開タイプ、動向比較、北米
  • ロケーション購入決定に影響を与える主な要因

促進要因・抑制要因

  • 市場促進要因
  • 市場抑制要因

主要なコンタクトセンターロケーション/サイト選定ベンダーのプロファイル

  • The Boyd Company, Inc.
  • CBRE Labor Analytics
  • ESRP
  • Site Selection Group

成長機会と行動要請 (CTA)

  • 成長機会1
  • 成長機会2
  • 成長機会3
  • コンタクトセンター設置の戦略的必須事項

まとめ

結論

付録

Frost & Sullivanについて

目次
Product Code: 9AC4/0D

A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom

Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, over the short to medium terms. The spate of retail store closures is opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments are another option. Nearshore and offshore contact centers remain viable where cost is a prime consideration, and they may be expanded or repositioned to serve growing customer service and sales demand in those nations. However, the same forces that are prompting contact center expansion may lead to higher agent churn and shrinking labor pools. Over the longer term, economic changes, automation, and contact center alternatives (e.g., work at home agents [WAHAs], informal agents [IAs]) will balance the labor market. But they may slow contact center growth and could lead to fewer contact center seats. The net result may be a smaller, richer, focused, productive, and diverse customer contact ecosystem.

New analysis from Frost & Sullivan's Digital Transformation program titled North American Contact Center Location Trends, 2017 finds that economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore and return from nearshore and offshore locations over the short to medium term. The spate of retail store closures are opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments is another option. Nearshore and offshore contact centers remain viable where cost is a prime consideration, and they may be expanded or repositioned to serve growing customer service and sales demand in those nations. But the same forces that are prompting contact center expansion may lead to higher agent churn and shrinking labor pools. Over the longer term, economic changes, automation, and contact center alternatives (e.g., work at home agents (WAHAs), informal agents (IAs) will slow contact center growth and may lead to fewer contact center seats. The result will be a smaller, richer, productive, and diverse integrated omnichannel customer contact ecosystem.

Table of Contents

1. NORTH AMERICAN CONTACT CENTER LOCATION TRENDS, FORECAST TO 2022

Executive Summary

  • Key Findings
  • CEO's Perspective

Market Overview

  • Top Contact Center Location Market Trends
  • Live Agent Deployment Types, Trends Comparison, North America, 2017 and 2022
  • Key Factors Impacting Location Buying Decisions

Drivers and Restraints

  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Market Restraints
  • Restraints Explained
  • Restraints Explained (continued)

Featured Contact Center Location/Site Selection Vendor Profiles

  • The Boyd Company, Inc.
  • CBRE Labor Analytics
  • ESRP
  • Site Selection Group

Growth Opportunities and Calls to Action

  • Growth Opportunity 1-Canada/Eastern Europe
  • Growth Opportunity 2-Co-Location
  • Growth Opportunity 3-Retail Closures
  • Strategic Imperatives for Locating Contact Centers

The Last Word

  • The Last Word-5 Predictions

Conclusion

  • Conclusion
  • Legal Disclaimer

Appendix

  • Abbreviations and Acronyms Used
  • Additional and Related Sources of Contact Center Location Information

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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