CRM Business Trends 2010

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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Executive summary
Outline of survey respondents
Section 1 – Trends in CRM operations
Section 2 – Business/IT priorities
Section 3 – CRM outsourcing trends
Conclusions
Further readings
Appendix

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