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IDC: Contact centre training market to exceed $1bn

IDC: Contact centre training market to exceed $1bn

Opportunities abound in contact centre and support software training, with the market predicted to surpass $1 billion by 2006, according to a recent IDC survey.

The survey, Contact centre agent training: a market forecast and analysis 2001-2006 IDC predicted the market would grow at a compound annual growth rate of 19.2 per cent, from $415 million in 2001.

‘The increasing strategic importance of contact centres is driven by trends both in the global business environment and with emerging and maturing CRM-enabling technologies," said Brian Bingham, program manager with IDC's CRM and customer care research service.

The changing face of "call centres" to profit-enhancing business functions has required the re-focusing of technical and business perspectives. With increased competition in business, customers are being treated as valuable assets to be retained and customer contact centres are now being seen as a strategically significant function, according to IDC.

"Agents must now possess leading-edge capabilities in myriad technologies that enable multi-channel interaction with customers," said Michael Brennan, a senior analyst with IDC's corporate e-learning research program.

As customer contact centres evolve into a revenue-generating line of business, IDC believes agent training will become increasingly important and opportunities will grow rapidly.


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