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Latest Datamonitor white paper commissioned by Teleperformance UK reveals new trend to generate large and immediate cost savings for in-house contact centres
Latest Datamonitor white paper commissioned by Teleperformance UK reveals new trend to generate large and immediate cost savings for in-house contact centres 8th March 2010 - Contact Centre Business Transformation has emerged as a viable option to generate large and immediate cost sa ... read moreDate - 08/03/2010
Category - Market Research
DMG Consulting releases 2010 Outbound Dialling Market Research Report
DMG Consulting releases 2010 Outbound Dialling Market Research Report 5th March 2010 - DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services released its 2010 Outbound Dialing Market Research Report. The 50-page repor ... read moreDate - 05/03/2010
Category - Market Research
US contact centres handled 6.6 billion complaints in 2009 finds ContactBabel
US contact centres handled 6.6 billion complaints in 2009 finds ContactBabel 4th March 2010 - New research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. --------------------------------- ... read moreDate - 04/03/2010
Category - Market Research
Mobile carriers' growth to come from existing customer base, finds PricewaterhouseCoopers report
Mobile carriers' growth to come from existing customer base, finds PricewaterhouseCoopers report 26th February 2010 - Due to consumer mobile penetration near saturation, soaring retention costs, consumer price sensitivity and surging data traffic demands, mobile carriers must loo ... read moreDate - 26/02/2010
Category - Market Research
Multichannel experience most dysfunctional aspect of customer service, according to new North America research study
Multichannel experience most dysfunctional aspect of customer service, according to new North America research study 25th February 2010 - eGain Communications Corporation the leading provider of multichannel customer service and knowledge management software for on-site or on-demand ... read moreDate - 25/02/2010
Category - Market Research
Benchmark study finds call centres ready to invest in processes and technology to improve agent performance and efficiency post-recession
Benchmark study finds call centres ready to invest in processes and technology to improve agent performance and efficiency post-recession 24th February 2010 - Leading call center talent management software provider Knowlagent announced findings from its 2010 benchmark study: The Post ... read moreDate - 24/02/2010
Category - Market Research
European businesses cite communications technology improvement as key factor to surviving recession
European businesses cite communications technology improvement as key factor to surviving recession 23rd February 2010 - Research published by Avaya today shows that the level and quality of communication within European businesses, and between them and their customers, partners and ... read moreDate - 23/02/2010
Category - Market Research
USA: Customer satisfaction resilient - essential for economic recovery according to ACSI
USA: Customer satisfaction resilient - essential for economic recovery according to ACSI 17th February 2010 - Customer satisfaction with the goods and services that Americans buy remains strong in the fourth quarter of 2009, according to the American Customer Satisfaction Index (ACSI ... read moreDate - 17/02/2010
Category - Market Research
UK seniors use mobile phones more, but are still reserved when it comes to adopting new technologies
UK seniors use mobile phones more, but are still reserved when it comes to adopting new technologies 16th February 2010 - Doro presents the findings from a new international survey *, conducted by the market research company Synovate, on the attitudes and habits of senior usage of ... read moreDate - 16/02/2010
Category - Market Research
UK mobile consumers will spend more on mobile offers - but only when the service is right, says new research from Convergys
UK mobile consumers will spend more on mobile offers - but only when the service is right, says new research from Convergys 10th February 2010 - According to new research findings announced nearly two-thirds (61 percent) of UK consumers would spend more with their mobile service ... read moreDate - 10/02/2010
Category - Market Research
Call centres risk losing customers as complaints go unrecognised, says survey
Call centres risk losing customers as complaints go unrecognised, says survey 08 February 2010 - A recent survey from speech search specialist Aurix has highlighted that 70 per cent of complaints made to call centres are 'not being heard.' In addition over 96 per cent o ... read moreDate - 08/02/2010
Category - Market Research
Consumer Survey: Shift required for Smartphone customer support
Consumer Survey: Shift required for Smartphone customer support 3rd February 2010 - Amdocs the leading provider of customer experience systems announced the results of an independent survey that examined customer care issues associated with smartphone devices and the impact these hav ... read moreDate - 03/02/2010
Category - Market Research
Aspect sponsors benchmark study of Voice Self-Service in achieving 2010 goals
Aspect sponsors benchmark study of Voice Self-Service in achieving 2010 goals 28th January 2010 - Aspect, a global provider of unified communications (UC) and collaboration services and software, today announced its sponsorship of the 2009 Hosted/Managed Service IVR Market Report, a ... read moreDate - 28/01/2010
Category - Market Research
USA: DMG Consulting releases 2009-2010 Workforce Optimization (WFO) report
USA: DMG Consulting releases 2009-2010 Workforce Optimization (WFO) report January 27th 2010 - DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2009-2010 Quality Management/Liability Recording (Workfo ... read moreDate - 27/01/2010
Category - Market Research
Germany: Customer service is the deciding factor for the choice of telephone and DSL providers
Germany: Customer service is the deciding factor for the choice of telephone and DSL providers 26th January 2010 - Every customer counts. This applies even more, when products are interchangeable and consumers therefore are willing to change brands easily - as seen in the ICT market. ... read moreDate - 26/01/2010
Category - Market Research