The IT Services market for Europe currently stands over $650 Million and will be worth $1.25 Billion by 2003 and a 99% growth of agents employed over the same period.
These figures demonstrate clearly the importance companies are placing on customer relationship management (CRM) and call centre technologies for the future.The nature of call centers is changing, moving away from cost reduction centers to profit maximisation centers.
The growth of the industry represents a shift of focus to the importance of Customer Relationship Management in the business, for customer retention, and ultimatelyprofitability.Benchmarking Customer Services Technology draws on the results of an emerging call centre technology survey and analyzes the technological change inthe call center environment, allowing you to benchmark your strategies and operations with those of your competitors.We have the answers for you:
• What is the potential growth for Web-Enabled Call Centers in Europe?
• What will be the new call center managing pressures?
• What are the most successful CRM strategies?
• How can speech recognition be used effectively?
• How will emails be dealt with in the future?