Prosci Research, Call Center, Benchmarking, Best Practices
Prosci Research calls for participants in call center benchmarking study
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Leading business research firm Prosci Research today announced the launch of its 2006 Call Center Best Practices Benchmarking study (http://www.call-center.net). The online study is sponsored and conducted by Prosci Research and co-sponsored by Strategic Contact(R) (http://www.strategiccontact.com).
The companies are undertaking the study with four primary goals:
- To uncover the most effective management practices in call centers today
- To understand how companies are using today's technologies
- To reveal the most current performance objectives and results for call centers by industry
- To identify the operational and technological changes that have the greatest impact on customer satisfaction, call center efficiency and revenue contributions.
Participation is free, and each participant will receive a free copy of the published study results report.
"This study is our most comprehensive to date," said Jeff Hiatt, president of Prosci. "The data collected will provide managers with a wide view of the changing call center environment and how to optimize their performance."
The 2006 Call Center Best Practices Benchmarking study has two components - the Call Center Management and Operations study and the Call Center Technology study - and participants can contribute to both. Participants in the Call Center Management and Operations study will contribute information on their management practices, including performance objectives and results, workforce management, hiring and recruiting, training, outsourcing, agent motivation and other relevant topics. The Call Center Technology study focuses on technology changes and their impact on performance.
Contact:
Kate Breen
Prosci Research
+1-970-203-9332
callcenters@prosci.com
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