Frost & Sullivan has released their latest report on the North American Hosted Contact Center market.
Continue reading North American Hosted Contact Center Report from Frost & Sullivan
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The Ascent Group is conducting research on First Contact Resolution. Do you measure First Call Resolution? Have you improved it? You can participate in the survey here. The International Quality and Productivity Center (IQPC) issued a call for entries today for the 2010 Call Center Excellence Awards. Winners will be announced during the Awards Luncheon & Ceremony on Wednesday, June 16th at Call Center Week. BenchmarkPortal will present the results of a study “How to handle non-English calls: Managing costs and increasing efficiency” in an upcoming webinar. The Ascent Group has published a report “IVR Improvement Strategies 2010,” based on research in the fourth-quarter of last year on how different companies and industries are using Interactive Voice Response (IVR) technology. The annual ACCE conference and expo date is set for June 14 through 17th, 2010, in New Orleans. Fred Pryor Seminars has announced May and June 2010 dates for their Collections Law 2010 seminars. The seminars promise to help you ensure that you stay legally compliant and avoid violations of the Fair Debt Collection Practices Act (FDCPA). To find a seminar close to your location, read here. DMG Consulting LLC announced today that they have released their 2010 Outbound Dialing Market Research Report. The 50-page report covers outbound market trends, projections, best practices, the competitive landscape and profiles the leading vendors. Get the report as a free download from DMG Consultings website. You can now pre-order “Call Center Strategies 2010″ from the Ascent Group. This is the group’s fourth annual call center benchmarking study, which intends to better understand how companies are managing inbound customer care. The Technology Services Industry Association (TSIA) presents Technology Services World 2010 “Clouds on the Service Horizon” May 3 to 5th, 2010 at the Santa Clara Convention Center in Silicon Valley. Of special interest to call center managers may be the breakout session “A Structured Approach to Improving Call Center Customer Satisfaction.” 2-for-1 conference registration is available until February 28th. |
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