Customer relationship management (CRM) strategies, from operational point solutions to high-level corporate initiatives, continue to evolve. These developments affect many aspects of the services provider's business, including sales cycles, project schedules, buyer criteria, client expectations, success criteria and metrics, and partner participation. IDC's Worldwide Customer Care BPO Services research equips services firms with the market insight needed to compete in this next generation of the CRM services market.
- Customer care business process outsourcing (BPO)
- Mobile customer care
- CRM analytics services
- Customer experience
- Technical support and help desk BPO
- Home-based call center agents ("homeshoring" or "WAHA")
- Social CRM and social media practices in customer care BPO
- Hosted and on-demand contact center services
- Managing, analyzing, and optimizing customer data across multiple customer touch points
- Managing value across the customer life cycle
- Changing demands and purchasing behavior for CRM services
- Sales and marketing efforts in customer interactions
- Interactive voice response and self-service help
- Multichannel customer care
- CRM consulting and implementation services
- CRM training and CRM support services
- Worldwide and U.S. Customer Care BPO Forecast and Analysis
- Competitive Analysis and Profiles of Customer Care BPO Leaders
- Worldwide Hosted Contact Center Services Forecast and Analysis
- Home-Based Agents: Market Forecast and Analysis
- IDC MarketScape: Customer Care BPO Vendor Analysis
In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.
- How large is the worldwide customer care BPO services market opportunity, and what will it be in 2017?
- What role do CRM analytics services play in ensuring the success of CRM?
- What is the competitive market positioning and perception of customer care BPO services firms?
- How large is the U.S. customer care BPO services market that uses home-based agents as a delivery model?
- How are mobile and social customer care trends changing the way customer care BPO is delivered?
IDC's Worldwide Customer Care BPO Services research examines the strategies, market positioning, and overall future direction of several types of CRM and customer care services providers, including:
- Customer care BPO and technical support and help desk BPO providers (e.g., Alorica, Convergys, HP, IBM, Sitel, Sykes, Teleperformance, TeleTech, and West)
- Home-based agent providers (e.g., Alpine Access, Arise, and Working Solutions)
- Hosted and on-demand contact center service providers (e.g., Five9, Echopass, inContact, Interactive Intelligence, and LiveOps)
- Customer care training and support services providers
- CRM analytics services providers
- Communications and broadband services providers (e.g., AT&T, BT, Global Crossing, Qwest, Telefónica, Verizon)
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