Contact Center Surveying and Analytics Report

Enterprises are using surveying to improve performance, customer satisfaction and build loyalty. Discover the trends and technologies that are driving the dynamic contact center surveying market. The Contact Center Surveying and Analytics Report is the only industry publication that presents the business, functional, technical and best practice information required to select an offering that will make an immediate contribution to your bottom line and improve your customers’ experience.

The Contact Center Surveying and Analytics Report is the leading guide to this essential business function. The Report provides contact center managers with in-depth coverage and analysis of contact center surveying market trends, vendors, competitive landscape, technology, products, functionality, service delivery options, ROI, market
share, pricing and implementation best practices. It delivers the information and critical insights that you need to select the right product and service option at the right price.

The Contact Center Surveying and Analytics Report is essential for enterprises looking to use customer feedback to gain a strategic advantage. Learn why surveying is essential and a valuable indicator of customer loyalty, market perception, brand strength, customer satisfaction and the overall customer experience.

Report Highlights

° DMG Consulting forecasts that that 2007 and 2008 will be the best years in the history of the contact center surveying market, as enterprises make investments to improve service and customer perception.
° Adoption rate for contact center surveying applications in North America is 3.15%, with 1,951 contact center customers using formal surveying offerings.
° Contact center surveying solutions provide quantifiable benefits for enterprises, with a 1 to 12 month ROI.
° Managed service and hosting are the preferred service delivery channels for contact center surveying solutions.
° Millions of dollars in R&D investments are driving market innovation and enhancing the functionality, usability, accuracy and benefits of speech analytics.
° Surveying expertise is essential for end-user organizations that do not have the internal resources to successfully implement a program on their own.
° Surveying is extending beyond the service organization to sales, marketing and operational areas to improve the customer experience and departmental effectiveness, and to reduce operating costs.

Report Scope

° Overview of the developing contact center surveying market, its emergence as an essential function and market trends
° The role and purpose of surveying in contact centers and enterprises
° In-depth review of the functional components of surveying applications
° Discussion of surveying service delivery options
° ROI analysis for surveying projects
° Adoption rate and 3-year projections for contact center surveying
° Surveying market share analysis
° Surveying implementation best practices
° Surveying vendor reference analysis
° Analysis of the vendor landscape, including detailed side-by-side product, functional and technical comparisons
° Vendor reports critiquing all aspects of their functional capabilities and future R&D plans
° Pricing for premise-based, hosted and managed service offerings
° Surveying vendor directory

Key Reasons to Buy this Report

° Based on 1,500 hours of research, this 200-page Report provides timely,
comprehensive, and objective analysis of contact center surveying solutions.
° Discover how surveying applications are being used in contact centers,
sales, marketing and other operating departments to improve profi tability
and the customer experience.
° Learn the best practices being used to successfully implement surveying
solutions and how to avoid common challenges and costly mistakes.
° Get the vendor, product, technology, pricing and market data you need to
make the right investment decision.
° Save considerable time and money in your selection process.

Click to read the Table of Contents.