文档介绍：TECHNOLOGY
Call Center Growth Strategies
Vendor opportunities in North America and Europe
By Victoria Furness
TLFeBOOK
Victoria Furness
Victoria Furness is a freelance technology and business journalist who has published
work puter Business Review, Real Deals, Financial World, Information Age, M-
iD, and Marketing Week. Victoria also works part-time as a copywriter for Octopus
Communications, whose clients include o, Ariba and Websense.
Prior to her freelance career, Victoria worked for Marketing Week, puterWire,
where she wrote for its flagship magazine, Computer Business Review, the daily
putergram and its research arm on her specialist area of enterprise
applications. Victoria graduated with first class honors from Manchester University.
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TLFeBOOK
Table of Contents
Call Center Growth Strategies
Executive Summary 12
Key market drivers 12
Call center technologies 13
A vertical guide to selling call center technologies 14
Opportunities in the EMEA call center market 15
Opportunities in the North American call center market 15
Call center size bands: big is not always beautiful 16
Chapter 1 Introduction 20
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