DUBLIN--Research and Markets (http://www.researchandmarkets.com/research/fc594e/2010_trends_to_wat) has announced the addition of the "2010 Trends to Watch: Customer Relationship Outsourcing (BPO)" report to their offering.

“2010 Trends to Watch: Customer Relationship Outsourcing (BPO)”

The recession has impacted the needs of customer relationship management service clients, changing the way vendors are expected to deliver these functions. This brief will outline the major challenges and opportunities that Ovum has identified in relation to this element of BPO in 2010.

Scope

• An overview of key pain points facing contact center players in 2009, and how these will translate into 2010
• Key vertical opportunities aimed at the CRM vendor community as the recovery continues
• New CRM outsourcing business models and how these can positively impact profitability

Highlights of this title

• There are a number of recession-related challenges that will push in-house contact center managers to outsourcing vendors
• These will have particular vertical flavours, and in some instances will be driven through functional opportunities
• The challenge in 2010 will be for CRM outsourcing vendors to embrace the economic recovery and tailor strategies to the new business priorities of their clients

Key reasons to purchase this title

• Learn about key CRM outsourcing trends that are likely to emerge in 2010
• Understand how best to leverage growth in CRM outsourcing markets, both by function and vertical
• Identify in-house contact center pain points, and how these can be alleviated by outsourced CRM services

Key Topics Covered:

• Catalyst
• Summary
• Ovum View
• Actions
• Recommendations for Clients of Crm Outsourcers
• Recommendations for Crm Outsourcers
• Appendix
• Methodology
• Further Reading
• Lead Author
• Ovum Consulting
• Disclaimer

For more information visit http://www.researchandmarkets.com/research/fc594e/2010_trends_to_wat

Source: Datamonitor