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


  • In-house contact center managers are tasked with delivering on a number of issues, with growing revenue and increasing customer satisfaction at the top of the list.
  • Despite having to achieve results on multiple fronts, enterprises remain reluctant to outsource contact center agent positions. There is significant potential for future growth if vendors can demonstrate to enterprises that they understand the challenges they face and can help tackle them.

Features and Benefits

  • Understand how customer experience will fit into the strategic plans of enterprises over the next 12 months.
  • Explains how enterprises plan to use outsourcing and offshoring as part of their cost reduction strategies.
  • Analyzes attitudes within enterprises towards the use of home agents.

Key questions answered

  • What offshore locations will enterprise contact center managers consider when looking to move workstations overseas?
  • What contact center channel capabilities are currently being deployed by enterprises?
  • What are the major pain points relating to in-house call centers?

Table of contents


  • Introduction
  • Download 1: CRM Outsourcing Business Trends 2016

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