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Introduction

This CRM Outsourcing Business Trends Survey provides detail into the views of UK enterprise contact center decision-makers.

Highlights

  • Enterprise CRM budgets in the UK are fluid, and prone to significant shifts over the coming three years.
  • UK enterprises place customer experience at the forefront of their commercial priorities.
  • There is more willingness in the UK to consider offshoring contact center services than in most other Western markets. However, the willingness to look at specific offshore or nearshore locations varies tremendously.

Features and Benefits

  • Learn about how enterprise contact center managers in the UK see their budgets evolving during the next 36 months.
  • Identify how UK contact center managers see the strengths and weaknesses of various offshore and nearshore locations.
  • Gain insight into how UK enterprise executives see the principal pain-points associated with operating an in-house contact center.

Key questions answered

  • How will UK enterprise contact center budgets change in the coming three years?
  • What will be the main selling points that outsourcers can leverage to win business in the UK?
  • What are the channels that UK enterprises are deploying for the purposes of their interactions with end users?

Table of contents

Summary

  • Introduction
  • Download 1: Business Trends 2015: Knowing Your UK CRM Outsourcing Services Client

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