The contact center industry has long been one of the world’s most vital, boasting the ability to connect through phone—and later e-mail, chat and social media messaging—making it ideal for distributing service centers throughout the world. The latest market to fully utilize the benefits of call center software has been Latin America, where $315 million of market earned revenues were posted in 2012. Now, this number is expected to rise to $506.4 million by 2019, according to the Latin American Contact Center Systems Market 2013 study, conducted by Frost & Sullivan.
“The Mexican contact center systems market will experience maximum growth in the region driven by a favorable labor scenario and a healthy economy that is fast recovering from the downturn,” said Frost & Sullivan Enterprise Communications Industry Manager Juan Manuel Gonzalez, pointing to one of the areas in which growth has been key.
The report also makes mention of the need for customized solutions that service a great number of unique clients. For call centers in disparate locations throughout the world, this extends beyond the need to offer service in a number of foreign languages; it also refers to the various multi-channel services in which certain call centers can begin to specialize.
For the call center industry, it’s important to look to parts of the world in which agents and managers are thriving. In doing so, leaders will be able to easily uncover the new and creative ways that call center software is being utilized, as well as learn how teams around the world are working together in order to reach their goals.
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