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The CCV Industry Study with Interactive Reports in Roambi
The results of the CCV Industry Study 2012 which provides current figures and forecasts of the call center industry are available as of the end of March. During the first three days after the publication, b.telligent, as a CCV member, will provide them exclusively as Roambi mobile BI solution. Users are able to specifically research within the results of the study and find their own benchmarks using the iPad/iPhone App.
The central result of the industry study is the decrease of the industry growth to 1.3 per cent per year, which, however, still constitutes a stable growth. The trends include on the one hand the higher specialization of the call center businesses into purely outbound or inbound units, and on the other hand the distribution of the locations away from congested urban areas towards structurally disadvantaged regions.
With regard to the future prospects, the participants interviewed for the study are cautiously optimistic. While 36 per cent assume an increase of caller levels in the coming years, 26 per cent expect a decrease. Should there be a decrease it will most likely be attributable, among other things, to the growing social media sector, which most of the interviewed participants clearly consider as part of the range of responsibilities of the call center.
Mobile BI – The Trend Continues
According to BITKOM, mobile BI solutions are among the most important trends of the year and according to Gartner, one third of all BI functionalities will already be used via mobile end devices this year. Due to the fast spread of smart phones and tablets, the demand for mobile solutions increases, as well, in order to be able to access data at any time and on the go. The mobile BI solution Roambi makes this possible. By the touch of a finger, employees and decision makers of businesses have mobile access to information, thus supporting a faster and intelligent decision making.
