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Credit crunch yet to bite, says consumer debt industry
Credit crunch yet to bite, says consumer debt industry Research sponsored by Firstsource, a global business process outsourcing company, indicates that the credit crunch has not yet had a major impact on the consumer debt management industry. More than a quarter of respondents ( ... read moreDate - 02/07/2008
Category - Market Research
USA: Issue resolution drives loyalty, retention, satisfaction, according to CFI Group's Contact Center Satisfaction Index
USA: Issue resolution drives loyalty, retention, satisfaction, according to CFI Group's Contact Center Satisfaction Index The ability of Customer Service Representatives to resolve customer issues is the most critical driver of customer satisfaction, loyalty, and word of mouth rec ... read moreDate - 02/07/2008
Category - Market Research
Frost & Sullivan host customer contact Asia Pacific summit
Frost & Sullivan host customer contact Asia Pacific summit According to Frost & Sullivan, Asia Pacific is one of the fastest growth regions in the world for contact centers. The consulting firm found that booming economies of India and China continue to see a surge in new ... read moreDate - 01/07/2008
Category - Market Research
Study finds consumer expectations of improved customer experiences rise as the credit crunch takes hold
Study finds consumer expectations of improved customer experiences rise as the credit crunch takes hold A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved ... read moreDate - 26/06/2008
Category - Market Research
DMG Consulting reports on quality management and liability recording market
DMG Consulting reports on quality management and liability recording market
DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services published the 2008 Quality Management/Liability Recording Market Share Report.
Th ... read moreDate - 26/06/2008
Category - Market Research
To buy: Complete assessment of the Caribbean call centre and BPO markets
To buy: Complete assessment of the Caribbean call centre and BPO markets Research and Markets has announced the addition of the "Caribbean Call Center & BPO Report 2008 - 2010" report to their offering. Caribbean Call Center & BPO Report 2008 - 2010: a newly updat ... read moreDate - 26/06/2008
Category - Market Research
Ventana Research Benchmark shows customers are annoyed and frustrated
Ventana Research Benchmark shows customers are annoyed and frustrated Cincom Synchrony sponsored an in-depth Ventana Research benchmark titled "Customer Experience Management: (CEM) Improving the Consistency and Quality of Customer Interactions," available on Cincom's site ... read moreDate - 25/06/2008
Category - Market Research
Ventana Research study finds organisations lacking in Customer Experience Management capabilities
Ventana Research study finds organisations lacking in Customer Experience Management capabilities ciboodle, a wholly owned subsidiary of Sword Group and provider of customer-oriented business software and services, is a sponsor of the customer experience management benchmark study rel ... read moreDate - 18/06/2008
Category - Market Research
Growing demand for outsourcing services holds the Latin American contact centre market in good stead
Growing demand for outsourcing services holds the Latin American contact centre market in good stead With the Latin American economy flying high for the fifth year in a row, businesses are optimistic about their prospects in this region, especially since this pace of growth is expected to b ... read moreDate - 12/06/2008
Category - Market Research
NelsonHall forecasts global business process outsourcing market will reach US$450 billion by 2012
NelsonHall forecasts global business process outsourcing market will reach US$450 billion by 2012 NelsonHall, the leading BPO analyst firm announced the availability of its latest forecast of the global business process outsourcing market entitled "Global BPO Market Forecast: 2008 - 201 ... read moreDate - 11/06/2008
Category - Market Research
Help desk support software has significant impact on call centre efficiency
Help desk support software has significant impact on call centre efficiency According to recent research, labor represents the lion's share of the contact center budget and a significant portion of overall operating costs. Corporations large and small are advised to invest in technology ... read moreDate - 11/06/2008
Category - Market Research
Nuance announces UK results of survey into attitudes toward using voice biometrics for authentication
Nuance announces UK results of survey into attitudes toward using voice biometrics for authentication
Nuance Communications Inc a leading supplier of speaker verification solutions released the results of research conducted by Harris Interactive, which revealed that close to 60% of UK consu ... read moreDate - 06/06/2008
Category - Market Research
Unified Communications a key area of investment according to Interactive Intelligence Survey
Unified Communications a key area of investment according to Interactive Intelligence Survey 87% of businesses are looking to invest in Unified Communications solutions in the near future despite fears about spending due to the credit crunch. A survey carried out for Interactive Intel ... read moreDate - 06/06/2008
Category - Market Research
Tenth annual Dimension Data Contact Center Survey shows consumers more willing to adopt newer self-service channels for simple inquiries
Tenth annual Dimension Data Contact Center Survey shows consumers more willing to adopt newer self-service channels for simple inquiries
Dimension Data, a $3.8 billion IT solutions and services provider announced that organizations in the $130 billion worldwide contact center industry have ... read moreDate - 22/05/2008
Category - 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 moreDate - 22/05/2008
Category - Market Research