Find the information you need on the customer service and customer care industry. Our collection of market research reports provides insights into product and market trends, analyses, opportunities, projections, sales, and marketing strategies. Specifics on market share, segmentation, size, and growth in the US and global markets are also featured.
All reports in Customer Service
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State of the Consumer Support Services Market
11/22/2011 | published by: IDC
... provides essential guidance to vendors about what consumers are looking for in a support provider. "Due to an increasingly complex digital home, consumers are turning to support providers to help manage and troubleshoot a multitude ...
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$3,500.00
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Telemarketing Services
5/16/2011 | published by: First Research, Inc.
... the 50 largest companies generate over 50 percent of revenue. COMPETITIVE LANDSCAPE Demand is largely driven by consumer spending and business activity. The profitability of individual companies depends on efficiency of operations. Big companies have ...
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$129.00
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Delivering a World-Class Customer Experience: Users Speak Out
5/1/2011 | published by: Yankee Group
... CSPs—and more than two-thirds are willing to pay as much as 10 percent more to ensure they get it. CSPs take note: Cross-channel strategies and personalized pricing are key to success in this customer-centric era.
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$3,695.00
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Worldwide and U.S. Outsourced Customer Care Services 2011-2015 Forecast
5/1/2011 | published by: IDC
... a worldwide level, IDC expects that the outsourced customer care services market will grow at a five-year CAGR of 5.0%, reaching $66.2 billion in 2015. Key factors that are influencing this forecast range from customer ...
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$4,500.00
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What Customers Want: The Experience Transformation Imperative
4/1/2011 | published by: Yankee Group
... and not focus solely on individual components such as price, devices or network services. Key Takeaways Consumers rank the basics of competitive pricing (62 percent) and network service quality (53 percent) as the most important ...
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$1,495.00
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Consumer Preferences in Customer Service: France
3/9/2011 | published by: Ovum Plc
... new trends that are impacting the delivery of customer service in that country. Features and benefits Understand consumer preferences for communicating with enterprises across a broad array of customer service channels. Learn about customer expectations ...
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$1,500.00
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Consumer Preferences in Customer Service: China
3/7/2011 | published by: Ovum Plc
... reveal new trends that are impacting the delivery of customer service in that country. Features and benefits Understand consumer preferences for communicating with enterprises across a broad array of customer service channels. Learn about customer ...
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$1,500.00
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Delivering a World-Class Customer Experience: Transformation from the Outside In
3/1/2011 | published by: Yankee Group
... The requirement is here and the recognition of the need is emerging, but evolving to the desired state is still a puzzle. Here’s a hint: It takes more than single department, process or software application.
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$3,695.00
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Survey: Support Issues Continue To Be a Drag on Customer Experience
3/1/2011 | published by: Yankee Group
... phone service, although they continue to rate their overall experience low compared with other industries. Providers need to focus more on shoring up support and branding—even more than products/services—if they want to differentiate and survive.
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$995.00
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CRM Market Trends
3/1/2011 | published by: Faulkner Information Services
... and citizen satisfaction. Because enterprises must compete based on relationships, and not just on the basic products and services customers have come to expect, they must accurately pinpoint which customer populations most directly drive their ...
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$198.00
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Attensity Customer Experience Management
2/28/2011 | published by: Ovum Plc
... and management of CEM for the organization. The tools are mature and have achieved demonstrable success. Features and benefits Comprehensive suite with a closed loop focus on CEM, working in multiple languages Individual products provide ...
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$995.00
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KANA SEM version 11
2/3/2011 | published by: Ovum Plc
... and optimizing the many facets of the customer service experience. Features and benefits Explore the benefits of a dedicated customer service application with customer-centric process flows that support business agility. Weigh the benefits and disadvantages ...
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$995.00
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The Present and Future of SMS and Web Chat in Customer Service
12/17/2010 | published by: Ovum Plc
... always implement applications that facilitate web chat or SMS communications with a clear eye on strategy. Features and benefits Learn about trends in web chat. Learn about trends in enterprise SMS. Highlights SMS and web ...
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$2,000.00
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Service Usage Personalization and the Role of Convergent Billing
12/3/2010 | published by: Frost & Sullivan
... key characteristics a convergent billing solution must possess, from a customer perspective, and explains how one supplier—Telcordia—is satisfying the needs of CSPs that are aggressively catering to consumers and business customers in very competitive markets.
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$6,000.00
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Using task completion rates to understand customer service experiences
10/26/2010 | published by: Ovum Plc
... find it significantly easier to create best practices around their self-service and call routing solutions. The most successful improvements in the voice channel come from insights gleaned through consistent tracking and analysis of task-based metrics.
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$895.00
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The emergence of proactive communications in customer service
9/27/2010 | published by: Ovum Plc
... interactive voice response (IVR) technologies. Despite the proliferation of SMS and email, voice remains the dominant channel for communications between the enterprise and the consumer. Outbound IVR delivers automated outbound communications over the phone channel.
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$895.00
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2010 Market Trends Analysis - Joint Stratecast and Telecom Asia Reader Survey Results
8/26/2010 | published by: Frost & Sullivan
... functions receive the most attention by CSPs to views on strategic issues such as real time rating & charging, convergent billing, customer experience management, customer self-care, business analytics, systems integration, and support for cloud services.
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$6,000.00
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Enhancing agent-assisted customer support with social communities
7/29/2010 | published by: Ovum Plc
... with customers by using social networks, but this level of social engagement provides only limited benefits for customers that do not use social networks. This research outlines ways in which enterprises could use social communities ...
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$1,495.00
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Social Business Framework: Using People as a Platform to Enable Transformation
7/6/2010 | published by: IDC
... changes to improve business performance in an increasingly connected global economic environment. In an effort to organize the various terminologies that exist to describe the rise in social-enabling technologies and processes, IDC has created a ...
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$500.00
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Worldwide Customer Service Applications 2009 Vendor Shares: Customer Retention Leads in a Down Economy
6/28/2010 | published by: IDC
... central for delivering on the customer experience," says Mary Wardley, program VP, CRM Applications and Enterprise Applications. "In tandem with the contact center, these two areas lead the presentation of and mold the customer experience. ...
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$3,000.00
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Mobile Operator Customer Service: The Necessity of a Dynamic Multipronged Approach in the SMB
6/27/2010 | published by: IDC
... document is from IDC's 2009 SMB Mobility IT Decision-Maker Survey, segmented by company size. The survey was fielded in June and July 2009 to obtain a quantitative assessment of small and medium-sized businesses' use, plans, ...
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$1,000.00
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Delivering a positive customer experience through service assurance
5/11/2010 | published by: Ovum Plc
... customer experience management as a means to combat churn and the complex nature of a telco’s services are increasing the scope and complexity of service assurance. In this report we examine the growing pressures on ...
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$1,495.00
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Worldwide and U.S. Outsourced Customer Care Services 2010-2014 Forecast: Reckoning with the Aftermath of a Credit Bubble
5/11/2010 | published by: IDC
... recessionary era and prove to be market leaders and innovators? What strategic moves might companies make to thrive over the long term? "Despite the conservative growth figures proposed in this market analysis, a select group ...
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$4,500.00
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Implementing cross-channel analytics to improve customer loyalty
3/31/2010 | published by: Ovum Plc
... for customers to share information. Customers often use more than one channel to find information before calling a customer-service representative. This means customers now call contact centers when they have more complex queries or time-sensitive ...
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$895.00
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The value of e-learning and coaching solutions in agent performance
3/10/2010 | published by: Ovum Plc
... with more coaching capabilities as part of their workforce optimization technologies (WOTs) suites. This is good news for enterprises because they can work with existing vendors, rather than looking for additional providers. Enterprises can reduce ...
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$1,495.00
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