Call Center Software

Frost & Sullivan has released their latest report on the North American Hosted Contact Center market.

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.

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.

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.

This comparative SWOT analysis highlights strategic business aspects of these four key outsourcing companies based on an assessment of their strategies & outlook against the backdrop of current economic climate & industry environment.

Aberdeen Group has released a new research study on Inside Sales enablement called “nside Sales Enablement: ‘Let Them Drink Coffee!’ ” The report identifies the call center, CRM and other practices of best-in-class inside sales performers.