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Introduction to the Global Industry


The growing customer contact market continues to proffer new revenue potential in emerging and established markets. Contemporary communication channels, the advent of new business models presenting new delivery formats,advancements in working practises and data convergence all serve as testaments to the opportunistic possibilities. However, as developed markets begin to mature, effectively enhancing the strategic identification and exploitation of opportunities will become a requisite core competency for successful growth sustainability.

AIMS

To enable students to recognise new opportunities, growth sectors and effective sales strategies through a detailed examination of potential market opportunities and growth sectors on a global scale.

KNOWLEDGE AND UNDERSTANDING

K1

Identifying and assessing potential scope for growth in the global customer contact market?

K2

Examine the major market opportunities for customer contact centers?

K3

Compare and contrast the new and emerging technologies that could change the face of the customer contact industry?

K4

Evaluating opportunities and threats in the global customer contact industry?

INTELLECTUAL QUALITIES

I1

Utilise research skills to source, synthesise and analyse a wide range of information from multiple sources

I2

Critically review published information and apply practical experience to generate ideas

I3

Demonstrate reflective practice to determine and achieve organizational outcomes

PROFESSIONAL/PRACTICAL SKILLS

P1

Demonstrate career skills competency and self awareness

P2

Design and defend international development plans in line with organizational needs

TRANSFERABLE SKILLS

T1

Communicate ideas and arguments effectively, verbally and in written form

T2

Use various models and, creativity and flexibility to generate solutions

T3

Demonstrate awareness of cultural issues and the impact of corporate decision making.

        

CONTENT

International Overview

  • Drivers for international operations
  • Expansion and contraction
  • Cost and cultural fit
  • Incentivising and sustainability
  • Stakeholders

Locations

  • UK v Offshore
  • Communication
  • Language
  • Cost saving

Disadvantages

  • Technology reliability
  • Service quality

Market Outlook

  • Market dynamics
  • Communicating in the IP world
  • Managing diverse regional markets for customer contact
  • Taking advantage of growth in emerging customer contact markets

Market Opportunities

  • The geographical opportunities
  • Slow growth is a combination of factors
  • Selling to Western Europe
  • Pitfalls
  • Outbound services in the regulation era

Outsourcing

  • Changes in demand among traditional and emerging vertical markets
  • Opportunities in established Vertical sectors
  • Telco Pricing and quality issues will dominate telco outsourcing investment decisions
  • Segment telco prospects into distinct markets

Geographic Markets

  • Mature markets
  • Emerging markets
print


 

Select the event below to see more detail

2017 Summer Graduation

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