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Hosted Contact Center: ICMI Launches Survey to Determine Best Call Center Practices for 2011
Hoping to offer performance baselines for premise based and hosted contact centers around the world the international Customer Management Institution has launched a survey designed to find best practices within the industry. The institution has emailed surveys to hundreds of call center service providers and utility designers and hopes to find out how companies are balancing demand, staffing and technology issues specific to the call center realm. The survey is sponsored by Avaya (News 
- Alert).
"Contact centers, as always, are conscious – if not driven by – cost and efficiency goals and initiatives. But as today's customer continues to grow more savvy about the quality of service they should be able to expect from companies they do business with, and as they become aware of even more choices for providers or products and services, focusing on the customer experience is of growing importance among brands as a marketplace differentiator," said Layne Holley, ICMI's Director of Community Services in a press release. "Our research aims to find out how many organizations are striking that balance and how – and to find out why some organizations aren't. The information we uncover here will be critical both to improving contact center operations and to improving customer wallet share for companies struggling in this area."
Participants of the study will have their answers submitted anonymously and will receive a free copy of the findings once they’ve been published. The ICMI has been conducting studies on the customer service and contact industry for over 25 years and hopes to have this one published by spring.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco
