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Customer Service: market research reports

Customer Service market research reports and industry analysis

Customer Care Business Process Outsourcing Vendor Analysis: The Evolving Landscape 2/6/2007 \| published by: IDC ... chain like basic call centre and customer support. Comprehensive customer care management includes customer and call centre support but also encompasses the ability to offer customer retention, improvement in brand image, and improved competitive positioning \| read more...	$2,700.00
2007 Accessory Demand and Sell-Through from Sales Associates. What has changed since 2003? 2/5/2007 \| published by: InfoTek Research Group ... a rare glimpse into the opinions of those sales associates standing behind the counter making recommendations to millions of wireless consumers each year regarding which wireless phones, accessories and services to purchase. This report provides ... \| read more...	$995.00
2007 Worldwide Telemarketing Services Industry Report 1/15/2007 \| published by: Barnes Reports ... size of the industry (sales, establishments, employment) for the 47 largest world countries. The report also includes industry definition, 5-year historical trends on industry sales, establishments and employment and estimates on up to 10 sub-industries. \| read more...	$199.00
Business Enablement Initiatives: The Case for Investing in Partners Versus Recruiting for Numbers 12/27/2006 \| published by: IDC ... large software vendors provide for their business partners. These resources and initiatives include marketing resources, vendor promotion of partners, business support resources, and business development resources. This study provides an overview of some of the ... \| read more...	$3,500.00
VIPdesk Helps Chart the Future: Homeshored Brand Ambassadors and the Shifting of the Customer Management Landscape 12/6/2006 \| published by: IDC ... are no longer simply performing basic servicing for cost-effective product purchases such as infomercial response. The new emphasis is on providing a "more intuitive and naturally scripted customer care experience" that meets specific metrics and ... \| read more...	$3,500.00
Verizon Business Moves Forward with New Customer Portal (Competitive Intelligence Report (Europe)) 11/16/2006 \| published by: Current Analysis Inc. ... unified its customer portals and added features, including network topology maps. As a global carrier with diverse networks, products and services, the work on its Customer Center portal is ongoing, but progress is being made. \| read more...	$249.00
Verizon Business Pulls Together Its Customer Center Web Portal (Competitive Intelligence Report) 11/15/2006 \| published by: Current Analysis Inc. ... its customer portals and added features, including network topology maps. As a carrier with one of the most diverse collection of network assets, showing off that its operations are streamlined is critical to its business. \| read more...	$249.00
Implementing Effective Self-Service to Improve the Customer Experience and Drive Profitability 10/24/2006 \| published by: Yankee Group ... beyond a few basic goals: Increasing revenue by delivering differentiated products and services Decreasing the cost of sales, marketing and service initiatives through better execution Enhancing the customer experience to improve loyalty and reduce churn ... \| read more...	$995.00
Customer Care by Vertical Industries: IDC's 2006 Key Business Process Outsourcing Survey 10/23/2006 \| published by: IDC ... outsourcing continues to grow at a healthy rate as more and more businesses seek out external service providers to assist with solving business issues and alleviating pain points. This presentation examines the end users' adoption ... \| read more...	$4,500.00
Optimizing Business Processes With Speech Analytics (Strategy Focus) 10/4/2006 \| published by: Datamonitor ... and deploy a solution that meshes with business needs Consistently reevaluate and tune the solution and ensure that it is continuing to meet organizational imperatives Highlights In order to ensure the success of a solution, ... \| read more...	$1,895.00
Canadian Customer Care 2006-2010 Forecast and Analysis 9/27/2006 \| published by: IDC ... has not directly translated into a fully realized outsourcing market. The evolution in the customer care market brought about by advances in technology will make it more difficult for customers to keep pace with demand ... \| read more...	$4,500.00
Customer Service Outsourcing 9/27/2006 \| published by: Jupiter Research Corporation Service organizations continue to explore outsourcing as a critical element of their service strategies. \| read more...	$750.00
U.S. Customer Care and BPO Services 2006-2010 Forecast by Vertical Market 8/16/2006 \| published by: IDC ... high degree of fragmentation. Vendors competing for share in this market are increasingly employing vertical-specific strategies. In this study, IDC analyzes each of the 17 vertical markets, providing market size and growth over the five-year ... \| read more...	$8,000.00
Bridging the Customer Contact Gap: Utilities and Management of Customer Contacts 8/14/2006 \| published by: IDC ... is regulated or competitive, many customer contact management experts believe that managing customer relationships is an essential piece of a successful utilities business plan ? and that utilities must deal with a number of specific ... \| read more...	$4,500.00
Is the Internet Key to Serving Your "Best" Residential Customers Differently? 8/9/2006 \| published by: IDC ... We think part of the answer lies in addressing not just what products and services to offer to customers, but how and when they are delivered and marketed. Specifically, in this report, we present some ... \| read more...	$4,500.00
Marketing to Midsize-Business Customers: Part 1 - Case Studies 8/9/2006 \| published by: IDC ... expect customized services, but the sheer size of this segment makes one-on-one contact difficult for most utilities. How can utilities effectively market to and serve this segment? In Part 1 of our research on the ... \| read more...	$4,500.00
Service Providers Step Up Their Offerings with the Online Channel 8/4/2006 \| published by: Yankee Group ... providers have been slow to leverage the internet. However, recent data shows a significant increase in consumer traffic to service provider web sites. Growth in the online channel will continue as the broadband market matures. \| read more...	$795.00
Changing Minds, Changing Metrics: Case Studies of Utility Customer Care Initiatives 8/3/2006 \| published by: IDC ... management systems that are among the best in the industry. With support from the Electric Power Research Institute, we interviewed representatives of two utilities: Progress Energy and Kansas City Power and Light. This report presents ... \| read more...	$4,500.00
Customer Service Automation Interactive Model IT Software (Interactive Model) 7/21/2006 \| published by: Datamonitor ... growing enterprise application integration software markets, to enable better targeting & market penetration. Highlight opportunities by utilizing the forecasts provided. Plan your strategy & target your resources based on the trends of the future. Assess ... \| read more...	$1,895.00
SYKES Turns Up the Heat in Argentina: A Summer of Strategic Moves by Customer Care Outsourcers Continues in Latin America 7/11/2006 \| published by: IDC ... (BPO) arena, that it has acquired Centro de Interaccion Multimedia SA (Apex), a rapidly growing customer contact management solutions company headquartered in Cordoba, Argentina. Under the terms of the agreement, SYKES will pay Apex shareholders ... \| read more...	$1,500.00
Indaba Management Series - Corporate In-Depth Reports - Developing a Customer Service Attitude in IT 6/28/2006 \| published by: Info-Tech Research Group ... you want this to change, you need to develop a customer-service culture within the IT department. Making this change will increase user satisfaction and increase your overall value to the organization. To tackle this problem, ... \| read more...	$150.00
First There Was Offshoring, Now There Is Homeshoring: Will This Business Process Outsourcing Model Take Off in Asia/Pacific (Excluding Japan)? 6/21/2006 \| published by: IDC ... Japan) or APEJ region? There is no denying that the business process outsourcing (BPO) landscape is continuously evolving. As both SPs and enterprises continue to fine-tune their BPO engagements, new and innovative methods of delivery ... \| read more...	$1,500.00
Speech Analytics: Go-to-Market Strategies (Strategy Focus) 6/14/2006 \| published by: Datamonitor ... early stage, as vendors become interested in partnering with other types of business functionality. Scope of this report Outlines key inhibitors for purchasing speech analytics and methods for vendors to directly address them. Examines potential ... \| read more...	$1,895.00
Latin America and the Hosted Model: Two Trends in Customer Care Showcased in Brazil 6/12/2006 \| published by: IDC ... contact center platform in Brazil, with a focus on the nation's major carriers and other contact center opportunities. NEC do Brasil, a subsidiary of NEC Corp., is a provider of telecommunications and IT solutions for ... \| read more...	$1,500.00
Customer Service Through Text Chat 5/23/2006 \| published by: Jupiter Research Corporation Companies continue to explore methods for decreasing cost per contact of text chat deployments. \| read more...	$750.00

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