North American Contact Center Location Trends, Forecast to 2022
North American Contact Center Location Trends, Forecast to 2022
A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom
25-Jul-2017
North America
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Description
Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, over the short to medium terms. The spate of retail store closures is opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments are another option. Nearshore and offshore contact centers remain viable where cost is a prime consideration, and they may be expanded or repositioned to serve growing customer service and sales demand in those nations. However, the same forces that are prompting contact center expansion may lead to higher agent churn and shrinking labor pools. Over the longer term, economic changes, automation, and contact center alternatives (e.g., work at home agents [WAHAs], informal agents [IAs]) will balance the labor market. But they may slow contact center growth and could lead to fewer contact center seats. The net result may be a smaller, richer, focused, productive, and diverse customer contact ecosystem.
RESEARCH: INFOGRAPHIC
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Table of Contents
Key Findings
CEO’s Perspective
Top Contact Center Location Market Trends
Live Agent Deployment Types, Trends Comparison, North America, 2017 and 2022
Key Factors Impacting Location Buying Decisions
Market Drivers
Drivers Explained
Drivers Explained (continued)
Market Restraints
Restraints Explained
Restraints Explained (continued)
The Boyd Company, Inc.
CBRE Labor Analytics
ESRP
Site Selection Group
Growth Opportunity 1—Canada/Eastern Europe
Growth Opportunity 2—Co-Location
Growth Opportunity 3—Retail Closures
Strategic Imperatives for Locating Contact Centers
The Last Word—5 Predictions
Conclusion
Legal Disclaimer
Abbreviations and Acronyms Used
Additional and Related Sources of Contact Center Location Information
The Frost & Sullivan Story
Value Proposition—Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Popular Topics
New analysis from Frost & Sullivan's Digital Transformation program titled North American Contact Center Location Trends, 2017 finds that economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore and return from nearshore and offshore locations over the short to medium term. The spate of retail store closures are opening up potential new locations. Shared locations (small or individual networked agents sharing facilities with other departments is another option. Nearshore and offs
No Index | No |
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Podcast | No |
Author | Brendan Read |
Industries | Information Technology |
WIP Number | 9AC4-00-0D-00-00 |
Is Prebook | No |