株式会社グローバルインフォメーション
TEL: 044-952-0102
市場調査レポート

カスタマーエクスペリエンス戦略:ITバイヤーの計画 - 社内 vs. 外部委託のコンタクトセンター

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

発行 IDC 商品コード 763688
出版日 ページ情報 英文 11 Pages
即納可能
価格
本日の銀行送金レート: 1USD=110.91円で換算しております。
Back to Top
カスタマーエクスペリエンス戦略:ITバイヤーの計画 - 社内 vs. 外部委託のコンタクトセンター Customer Experience Strategies: IT Buyer Plans for Internally Managed Versus Outsourced Contact Centers by Industry
出版日: 2018年12月26日 ページ情報: 英文 11 Pages
概要

当レポートでは、コンタクトセンターのプロビジョニングに関する組織の動向と意向について検証して、体系的な情報を提供しています。

エグゼクティブスナップショット

概況

  • 調査結果
  • アウトソーシングビジネスパートナーの選択

技術バイヤーへの提言

参考資料

  • 関連調査
  • 要約
目次
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
Back to Top