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Introduction

This annual enterprise survey of contact center decision-makers outlines key CRM trends across verticals in North America, Western Europe, and Australia. Key points of discussion include CRM budget evolution, use of home agents, commercial drivers, pricing mechanism preferences, and offshoring.

Highlights

  • CRM budgets are showing more fluidity than in recent years. However, this thaw is fragile and could impact the ability of enterprises to invest in new technologies and skills.

Features and Benefits

  • Learn the principal business drivers among enterprises for 2015 and beyond
  • Gain insight around how enterprises plan to use outsourcing and offshoring as part of their cost reduction strategies
  • Understand how customer experience fits into the strategic plans of enterprises in the next 12 months
  • Assess the impact of home agent outsourcing on enterprises in the current marketplace

Key questions answered

  • How will enterprise CRM budgets evolve in the next three years and how will this impact outsourcers?
  • What are enterprise preferences related to pricing models when working with outsourcers?
  • What offshore locations will enterprise contact center managers consider when looking to move workstations overseas?
  • What pricing models do enterprise contact center decision makers prefer to leverage when working with a contact center outsourcer?

Table of contents

Summary

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

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