Customer Management Services

The nature of customer management services or contact center outsourcing has changed considerably in the past 18-months, with organizations placing much higher demands on their suppliers than previously. Part of this requirement is predictably a demand for even higher cost-effectiveness, but in addition organizations are seeking a much greater level of effectiveness and expertise in improving their customer experience.

The purpose of NelsonHall's "User Requirements in Contact Center Outsourcing" report, consisting of 206 pages, is to assist sourcing managers and vendors in understanding the impact of these developments within contact center outsourcing in 2010. In particular, the objectives of the report are to identify both overall and by industry sector:

• The perceived importance of contact centers to the future success of their parent organizations
• The principal challenges faced by contact center services operations in 2010 including the levels of productivity improvement sought
• Areas of high and low satisfaction within existing contact center services and the initiatives planned by organizations for 2010 to enhance their customer handling capability
• Levels of intention to outsource contact center services planned for 2010
• Client requirements from outsourced contact center services, including requirements for outsourcing in support of emerging market entry
• The ways in which the new requirements being placed on contact center outsourcing have changed the key triggers for outsourcing
• The nature of the expertise now required from customer management services vendors
• The extent of the requirement for multi-channel services
• Attitudes towards ongoing development of nearshore and offshore delivery
• The extent to which WAHA is sought within the delivery mix and the nature of the benefits sought from use of WAHA services.