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[ 1 ] Subcategory: IT Management

IT Help Desk Management Bundle

The IT help desk plays a critical role in improving user satisfaction and maintaining productivity throughout an organization. With proper management and investment in people, systems, and processes, the IT service desk can become the focal point for a smooth-running IT organization. This special Computer Economics report bundle includes six of its most popular reports that deal with various aspects of help desk (service desk) management and metrics. These reports are designed to guide IT managers in making critical decisions on the investment in help desk people and technologies. Included are:

Measuring Help Desk Efficiency
Help Desk Staffing Ratios
Help Desk Outsourcing Activity, Trends, And Cost Experience
Service Desk Software Prime Target For Investment Activity
Adoption Rising For Service-Desk Self-Support Tools
Help Desk Salaries

This special bundle, packed with 43 figures and 85 pages of metrics and analysis, is offered with a 50% discount from the total cost of these six reports if purchased separately.

Product ID: CE-4204

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[ 2 ] Subcategory: Business Process Outsourcing BPO

Central America Contact Center & BPO Report 2010

This report on the Central America Contact Center market complements the Zagada Institute’s previously published Central America Call Center Report (ZA-4801, also available from InfoEdge) and evaluates the advantages of Central America in relationship to the Dominican Republic, Mexico and Argentina in the nearshore, and India and the Philippines in the offshore markets. Site location costs and vendor capabilities are evaluated from the backdrop of telecommunication, political and bilingual agent education preparedness.

The key challenges facing the Central America call center industry are outlined. This report provides U.S. and international companies with a key sourcing and executive briefing document on the region.

Product ID: ZA-4810

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[ 3 ] Subcategory: Business Process Outsourcing BPO

Caribbean Contact Center & BPO Report 2008 – 2010

This newly updated report published on the Caribbean region by the Zagada Institute shows that the Caribbean agent positions now approximates 66,000 and will exceed 101,000 by 2010. The report indicates that over 90 percent of this growth comes from service suppliers fulfilling projects for Fortune 1000 and large U.S. corporations. The report also goes into detail to show the factors driving the high level of satisfaction that U.S corporate customers and their clients are reportedly receiving from leading Caribbean vendors across regional markets.

Product ID: ZA-4809

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[ 4 ] Subcategory: Call Center Outsourcing

Outsourced Customer Care: How Best to Meet Shifting Investor Needs

Globally, outsourcers are observing new horizontal demands from investors in order to better serve end-user needs. This report examines what emerging trends are in store in 2007 from the standpoint of functionality, and how outsourcers can best meet the requirements of both investors and consumers.

Product ID: DB-1744

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[ 5 ] Subcategory: Call Center Outsourcing

Central America Call Center Report 2007: A Bilingual Niche

This report on the Central America Contact Center market complements the Zagada Institute’s earlier published Caribbean Call Center Report (ZA-4800, also available from InfoEdge) and evaluates the advantages of Central America in relationship to the Dominican Republic, Mexico and Argentina in the nearshore, and India and the Philippines in the offshore markets. Site location costs and vendor capabilities are evaluated from the backdrop of telecommunication, political and bilingual agent education preparedness. The key challenges facing the Central America call center industry are outlined and the report gives U.S. and international companies a key sourcing and executive briefing document on the region. The report offers strategic guidance to corporate buyers, investors and executives, who may use it to:

Gain a full understanding of the key drivers and challenges defining the Central America call center nearshore market.
Identify the strengths and long-term prospects of each country in the Central America nearshore market.
Develop a Central America entry strategy by understanding the advantages and challenges of each country as a nearshore outsourcing destination suited to their needs.
Learn how to evaluate each market and assess third party vendors.

Product ID: ZA-4801

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[ 6 ] Subcategory: Call Center Outsourcing

Outsourcing Call Centers to India and the Philippines

This report provides an assessment of the Indian call center market and includes a new appendix covering Philippine call centers, their activities, specializations, and customers.

Product ID: SN-5614

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[ 7 ] Subcategory: Call Center Outsourcing

Call Center Industry in India

India’s call center market thrives on a few key strengths including its 250 million English-speakers and 1.5 million technology-savvy college graduates each year. Its location makes it an ideal destination for call center operations for European and American clients. This report from Psi discusses the emergence of India as a highly preferred destination for call center operations. It includes:

Demand growth
Changes in industry structure
Major regulatory changes
Future outlook

Product ID: PS-6710

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