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Technology Deployment Plans: Asia/Pacific Rim and Australia

Within the Asia/Pacific and Australian regions, significant differences in technology investment and deployment plans exist between these geographic regions. The following table outlines what...

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Managing Confusion And Uncertainty Over The Introduction Of New Technologies

Executives face numerous challenges regarding their organization’s contact center.

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Technology And Investment Plans: All Regions

In regions across the globe, significant differences in technology investment and deployment plans exist. The following table outlines several different technologies that companies are planning to...

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Technology Deployment Plans: Contact Centers - 5,000 Agents

41.1% of contact centers employing more than 5,000 agents and 50.0% of contact centers employing between 2,500 and 5,000 agents planned deployments or upgrades of multi-channel contact center...

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Technology Deployment Plans: 1,000 to 2,500 Agents

The following key findings relate to technology deployment and investment plans between global regions and among vertical industry groups.

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Technology Deployment Plans: Europe

According to Aberdeen Group, the following key findings relate to technology deployment and investment plans across Europe:

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Customer Interactions By Type

The highest volumes of customer interactions, including telephone, Web, e-mail, and chat sessions, are managed by a relatively small number of companies

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Outsourced Contact Centers (OCCs)

Outsourced contact centers (OCCs) are one of the fastest growing segments of the contact center industry.

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Country Selected As Likely Source For OCC Services

Third-party providers from countries and regions including Canada, the Caribbean, India, Ireland, the Philippines, and the U.K. are all vying for business from mostly North American - and...

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Plans to Invest In Outsourced Contact Center Services

When asked if their company planned “new deployments or significant upgrades” of various contact center technologies and services, executives were both candid and practical about their plans.

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Outsourced Contact Center Plans By Size

The following table outlines research conducted by Aberdeen Group in 2003.

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Outsourced Contact Center Plans by Region

Aberdeen Group conducted global research that looks at different regions and their plans to invest in call and contact center functions.

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Spending And Investment On Technologies And Services

Aberdeen Group and CNET present this collaborative research initiative on technology.

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