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  • Unified Communications: Lifeblood of the Contact Center
    - Presented by Aberdeen Group
     Unified Communications (UC) is the convergence of such technologies as instant messaging, e-mail, Voice over Internet Protocol (VoIP), presence and ecommerce in or near real-time. This convergence of technologies enables companies and employees to reduce the lag time between stakeholders such as an agent and a subject matter expert, or an agent and a customer.  Read More...
  • Contact Center Satisfaction Index 2010
    - Presented by CFI Group
     CFI Group’s 2010 Contact Center Satisfaction Index (CCSI) measures how satisfied customers are with call centers today, and benchmarks performance across seven industries. The CCSI uses the methodology of the American Customer Satisfaction Index (ACSI) to calculate the impact of each element of the contact center on overall satisfaction and resulting customer behaviors.

    Read to find out:
    • How contact centers perform across each element of the customer experience
    • Which elements of the contact center drive customer satisfaction, and by how much
    • How customer behaviors like loyalty and advocacy are influenced by the call center
    • How the location of the contact center (US vs. offshore) impacts satisfaction and why
    • The effect of alternative methods for customer contact      Read More...
  • Government Contact Center Satisfaction Index 2010
    - Presented by CFI Group
     CFI Group's 3rd Annual Government Contact Center Satisfaction Index (GCCSI) report examines the success and shortcomings of government contact centers to reveal what actually affects customer satisfaction right now, including both call center experience and, for the first time, online contact channels (e.g., web, email, interactive chat and social media). The CCSI uses the methodology of the American Customer Satisfaction Index (ACSI) to calculate the impact of each element of the contact center on overall satisfaction and resulting customer behaviors.  Read More...
  • Survey: Disaster Recovery
    - Presented by DMG Reports & Studies
     Contact centers need contingency and disaster recovery plans to ensure that they can continue to handle their customers’ inquiries and transactions, particularly when non-controllable events, such as a tornado, hurricane or fire, disrupt normal operations.  Read More...
  • In a Poor Economy, Customer Experience is Job #1
    - Presented by Forrester
     Forrester Research just evaluated 29 vendors in the Forrester Research Customer Service Software Solution WAVE. But before a company even thinks about a software vendor, they must define their customer strategy and customer experiences. While starting with customer strategy may not be the customary way of choosing technology, maybe its time for a shift? Choose your customer experience strategy, then take a look at the research to compare the vendor’s capabilities to deliver on those experiences.  Read More...
  • View from the Mobile Inbox 2010: Actionable Information for Marketers from the Annual Consumer Email & Digital Media Study
    - Presented by Merkle
     The explosive growth in social media and mobile phone adoption is driving the growth of the digital marketing channel. The recently released View from the Social Inbox report from Merkle reviewed the adoption of social networking and provided insight into the implications for targeting consumers. This new report takes an in-depth look at the adoption and usage of mobile by demographic, using data from Merkle’s eighth annual View from the Inbox study of email and related digital media. This online study was conducted during the fall of 2009 among 3,281 Uu.Ss. adults age 18+.  Read More...
  • Research on Current Contact Center Operational and Investment Practices
    - Presented by NICE Systems
     Recession or recovery? When it comes to the current state of the economy, that is the question. Whether the downturn that’s gripped the world for the last year or so is over or not, pragmatic businesses realize they always need to be ready to move quickly, no matter what the market brings. Among the first areas to prepare for change is the contact center, where critical customer interactions—and the data gleaned from them—can greatly impact companies’ longer-term ability to execute successfully. Are there signs, then, that they are preparing for a return to prosperity?  Read More...
  • Polish IT market worth PLN 20bn
    - Presented by PMR Ltd.
     The Polish IT market totaled PLN 19.8bn last year, up 12.4% on 2005, according to „IT market in Poland 2007-2010,” a report published by PMR, a research and consulting firm. 2006 marked the fourth consecutive year of double-figure growth for the Polish IT market. The situation in the sector is seen as relatively stable and the outlook is bright.  Read More...
  • Measuring the Pain: What Is Fragmented Communication Costing Your Enterprise?
    - Presented by Siemens Enterprise Communications
     Largest End-User Survey Quantifies Huge Costs, Workflow Disruptions and Frustrations Caused By Fragmented Communications.

    A survey of enterprise and contact center employees and their workflows reveals the silent but staggering true costs of fragmented communications: Enterprises of 1,000 persons could lose nearly $13 million a year in lost productivity and avoidable expenses. That’s just one of many startling results from a recent, landmark in-depth poll of 517 communications end-users across North America and Europe conducted by independent Insignia Research of Toronto, Canada and commissioned by Siemens Communications, Inc., and co-sponsored by CRMXchange. The survey report quantifies the costs of the status quo – including workflow disruptions, added costs and associated frustrations to enterprises lacking unified communications. It explores pain points at the individual, team and enterprise levels in terms of time and impact on serving customers as well as the frustration and anxiety to users and their teams.      Read More...
  • Customer Experience Management Benchmark Study
    - Presented by Strativity Group
     Companies interested in earning their customers’ loyalty through delightful customer experiences should focus on delivering a customized and value added solution first before attempting to delight their customers with bells and whistles. Despite much fanfare about exotic designs of customer experiences, customers are still seeking companies that solve their entire issue rather than just a portion of the problem. This is the clear message of Strativity Group’s latest Customer Experience Management Benchmarking study. The 379 executives who responded to the CEM Benchmarking study noted overwhelmingly that customers are more interested in solutions that are customized, complete and delivered quickly and simply than they are in products that target their emotions.  Read More...
  • World Contact Center Performance Management Systems Market
    - Presented by The PELORUS Group
     The PELORUS Group just released 2008 World Contact Center Performance Management Systems Market. This latest report details significant trends, market drivers, constraints, market size, growth, and market shares for the fast-growing performance management (PM). PELORUS values 2007 world demand for PM software and services at $100 million, growing to $203 million by 2012. Global demand is largely driven by the need to consolidate information from disparate data bases and a compelling business case. North America and Europe account for 95% of all shipments. Verint Witness Actionable Solutions and Merced Systems are the market leaders.  Read More...