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October 03, 2007
CRM Leaders Gather To Discuss Growth In Outsourcing
By Tracey E. Schelmetic, Editorial Director,
Customer Interaction Solutions magazine
Operating contact centers is an increasingly specialized and complex business, feeding the growing trend towards outsourcing this corporate function, according to a selection of CRM service providers. At the Altitude Software’s Workout’07 — CRM Outsourcers User Group Conference, held recently in Brussels, outsourced service providers gathered to discuss industry trends and “map the future.”
As business today becomes more complex and the demands on the call center become more strident, many companies are finding that only outsourced call center companies are equipped to face the challenges of providing superior customer service while keeping costs manageable.
At the three-day Brussels event, contact center leaders described a complex outsourced call center industry landscape. Among the biggest trends they identified affecting contact center industry’s future:
- Increased business specialization, as more and more contact center-linked corporate functions are outsourced in a growing number of industries;
- Highly diversified organizational solutions, as the need for sophisticated skills and a diverse population demand for flexible solutions such as home agents, “nearshoring” and shared remote experts;
- The need for effective, reliable operational technology solutions in order to deal with new legal requirements and regulation; and
- The need for technology that supports “Virtualized” contact centers, enabling centralized hosting, fast multiple site deployments, home-based agents, the extension of the contact center into the whole enterprise, shared remote experts and delocalization.
Innovative business approaches (and the best use of Altitude Software’s technology solutions) were on the agenda, promoting knowledge sharing and best practice identification among top managers from global and regional service providers, senior Altitude executives and key partners and vendors. One of the highlights of the event was the speech by Tom Rocca, president of the KPI Group. With more than 25 years’ experience in client services and sales technology re-engineering for contact centers, Tom Rocca has been an active member of the ATA (the American Teleservices Association) since 1987.
Gastao Taveira, CEO of Altitude Software, closed the conference with an outline of Altitude’s technology road map for the customer interaction management industry and a glimpse of Altitude’s solutions: “This was a great opportunity to enhance our strategy for the outsourcing market, were Altitude Software has been steadily increasing its market share” said Taveira. “The event was again very well received by our customers, partners and industry leaders, who enjoyed the chance to share a few days of hard work and some entertainment.”
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Tracey Schelmetic is Editorial Director of Customer Interaction Solutions magazine. To see more of her articles, please visit her columnist page.
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(source: http://callcenterinfo.tmcnet.com/analysis/articles/11841-crm-leaders-gather-discuss-growth-outsourcing.htm)
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