Market Research

First call resolution highest priority for contact centres

First call resolution highest priority for contact centres Dimension Data, a $3.8 billion leading IT solutions and services provider announced findings from the company's 2008 Global Contact Center Benchmarking Report, which revealed that organizations focusing on first call resolution ... read more

Date - 22/05/2008
Category - Market Research

Dimension Data report shows contact centres downplay CRM initiatives and focus on operational efficiencies, service and cost reduction

Dimension Data report shows contact centres downplay CRM initiatives and focus on operational efficiencies, service and cost reduction Dimension Data, a $3.8 billion IT solutions and services provider announced that organizations in the $130 billion worldwide contact center industry are not ... read more

Date - 22/05/2008
Category - Market Research

USA: WFM study finds 47% dissatisfied

USA: WFM study finds 47% dissatisfied Customer Relationship Metrics LC a provider of research, announced that it has completed the analysis of a 3-month study into Contact Center Workforce Management Practices in North America. The research was endorsed by the Society of Workforce Mana ... read more

Date - 22/05/2008
Category - Market Research

Global research reveals major gaps between C-level executives and customer service professionals

Global research reveals major gaps between C-level executives and customer service professionals When it comes to aligning the executive suite with the customer service organization, there is a significant gap between what C-level executives promise and what customer service organizations s ... read more

Date - 21/05/2008
Category - Market Research

Sabio and Avaya launch first UK research project looking at specific needs of contact centre agents

Sabio and Avaya launch first UK research project looking at specific needs of contact centre agents  Sabio, the contact centre consultancy services company, has collaborated with YouGov and Avaya, a leading global provider of business communications software, systems and services, to a ... read more

Date - 20/05/2008
Category - Market Research

Firms fail to deliver complete customer experience

Firms fail to deliver complete customer experience The pursuit of customer loyalty through customer experience is high on the corporate agenda, yet companies still fail to understand the totality of customer expectations and therefore deliver commodity products and services, Strativity Grou ... read more

Date - 16/05/2008
Category - 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