Business Trends: Contact Center Outsourcing and Services

Introduction

End-user feedback from outsourcing customers on topical issues facing their investment decisions. Outsourcing decision-makers from a wide vertical and geographic mix.

Scope

• 200 interviews with outsourcing investors from North America, Western Europe and Australia / New Zealand
• Respondents from across vertical markets, including financial services, telcos, manufacturing, retail, government and others
• Provides an overview of the current outsourcing investor market base, including demographic data from our Business Trends primary research
• Introduces technology adoption trends of outsourcing investors

Highlights

Outsourcing investors are putting more priority on quality and location stability, while still placing a premium on price

Outsourcing investors are also looking toward multichannel deployments, as opposed to simply voice-based operations

Drivers and inhibitors by traditional and emerging offshore locations

Reasons to Purchase

• Effectively map IT solutions to address outsourcing business pain points
• Gain firsthand insight on investment priorities and location outlooks for 2006
• Target outsourcing investors more effectively