Market Research

Survey reveals contact centre performance management solutions increasing agent coaching

Survey reveals contact centre performance management solutions increasing agent coaching Enkata, a leading provider of performance management software announced the results of a first annual performance management (PM) survey. The results reveal the growing adoption of contact center PM sys ... read more

Date - 30/04/2008
Category - Market Research

Survey reveals acceptance of outsourced technical support centres

Survey reveals acceptance of outsourced technical support centres According to survey results released today by Inforonics, LLC, 90 percent of call center customers understand that they are working with technical support not provided directly from the vendor. Ninety-four percent of res ... read more

Date - 29/04/2008
Category - Market Research

Despite market hype, Unified Communications applications accounted for just 6.4% of 2007 business communications software revenues

Despite market hype, Unified Communications applications accounted for just 6.4% of 2007 business communications software revenues  According to new research from industry analyst firm IntelliCom Analytics, Unified Communications (UC) applications accounted for just 6.4% of total Busin ... read more

Date - 25/04/2008
Category - Market Research

New study indicates consumers use social media to share customer care experiences

New study indicates consumers use social media to share customer care experiences As social media usage becomes more ubiquitous, affluent consumers are using social media channels to share their personal customer service experiences and learn about others' care experiences when making p ... read more

Date - 23/04/2008
Category - Market Research

Hosted contact centre infrastructure market to grow by 20%-25% in 2008

Hosted contact centre infrastructure market to grow by 20%-25% in 2008  DMG Consulting LLC, the leading provider of contact center and real-time analytics research, market analysis, and business strategy, operations and technology consulting services, has published the 2008 Hosted Cont ... read more

Date - 23/04/2008
Category - Market Research

Voice of the UK contact centre agent

Voice of the UK contact centre agent  YouGov, the professional research and consulting organisation, is recruiting contact centre agents to join a new specialist research panel to investigate issues relating to their working lives, contact centre performance and customer service concer ... read more

Date - 21/04/2008
Category - Market Research

USA: Staffing and training initiatives increase in spite of self-service technology advances, according to Chartwell Research

USA: Staffing and training initiatives increase in spite of self-service technology advances, according to Chartwell Research Despite the push for customers to use self-service avenues, The Chartwell Customer Care Center Report 2008 shows full-time equivalent staffing in utility contact cen ... read more

Date - 18/04/2008
Category - Market Research

Survey says consumers believe PINs and passwords no longer offer enough protection against identity theft

Survey says consumers believe PINs and passwords no longer offer enough protection against identity theft 47% of consumers felt uncomfortable about providing details over the phone to a call centre representative - more women worry about having their identity stolen than men Maid ... read more

Date - 15/04/2008
Category - Market Research

FurstPerson releases groundbreaking research on call centre attrition

FurstPerson releases groundbreaking research on call centre attrition FurstPerson, Inc a leading provider of pre-screening and assessment tools for the call center industry, released new research on how to improve call center hiring. The report provides hiring managers with findings on how ... read more

Date - 15/04/2008
Category - Market Research

Need for proactive customer care, collections and alerts across diverse verticals drive the outbound dialling markets

Need for proactive customer care, collections and alerts across diverse verticals drive the outbound dialling markets New analysis from Frost & Sullivan North American Outbound Dialing Market, finds that the combined total market earned revenues of $267.7 million in 2007 and estimates t ... read more

Date - 09/04/2008
Category - Market Research

First call resolution (FCR) is a critical determinant of customer satisfaction

First call resolution (FCR) is a critical determinant of customer satisfaction  Research and Markets has announced the addition of Achieving First Call Resolution 2008: Improving Measurement, Usage, and Customer Satisfaction to their offering. The Ascent Group conducted research e ... read more

Date - 09/04/2008
Category - Market Research

'Call Quality Practices 2008' research

'Call Quality Practices 2008' research  Research and Markets has announced the addition of Call Quality Practices 2008 to their offering. This research report will deliver the results of our 5th annual research on call quality programs. The author conducted research during ... read more

Date - 08/04/2008
Category - Market Research

North America: First-of-Its-kind study by eGain finds major deficiencies in customer service offered by North American Enterprises

North America: First-of-Its-kind study by eGain finds major deficiencies in customer service offered by North American Enterprises In a new market study, eGain Communications Corporation a leading provider of multichannel customer service and knowledge management software for in-house or o ... read more

Date - 07/04/2008
Category - Market Research

Customer services departments buckle under the strain of email

Customer services departments buckle under the strain of email Expectations of the time it takes a customer services department to respond to customer emails is increasing year on year according to Numero, a customer interaction company. "We face a growing volume of email and sadly ... read more

Date - 28/03/2008
Category - Market Research

North America: Increase in proactive customer care, collections, and alerts across diverse verticals drives the outbound dialling services market

North America: Increase in proactive customer care, collections, and alerts across diverse verticals drives the outbound dialling services market Research and Markets has announced the addition of Frost & Sullivan's new report: North American Outbound Dialing Markets to their offeri ... read more

Date - 26/03/2008
Category - Market Research