Pushing the Vertical Limit

14 Apr 2014

$999.00

Executive Summary

Contact Center Outsourcing (CCO) has largely been considered a horizontal and industry-agnostic Business Process Outsourcing (BPO) segment. However, developments in the past few years have challenged both CCO buyers and service providers to sit up and sharpen their game. A key development in this current environment involves a growing focus on industry-specific requirements and capabilities. This study looks at the trends shaping the growing interest in industry-specific CCO, and explores what market stakeholders need to know, in order to maximize the opportunities offered by this increasingly important shift in the market.

The report discusses:

  • Drivers for industry-specificity in CCO
  • Levels/extent of industry-specificity in CCO solutions
  • Variation of industry-specificity in different industries
  • Application of industry-specific CCO concepts in retail, healthcare, and travel & hospitality (illustrated with case studies)
 

Page Count: 12