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4 Item(s)

14 Dec 2005  |  North America

Performance Management - Market Insight

Organizations continue to invest in tools to improve customer satisfaction and operational performance within the contact center. They seek a holistic view of the true performance of the contact center through measurement of specific KPI's (key performance indicators) that principle determinants of efficiency and effectiveness. Hence, the market ha...

USD 1,195.00

USD 896.25 save 25 %

31 Oct 2005  |  North America

North American Contact Centers IP -End User Survey

This research service is the result of a B2B online end-user survey of primary IT decision makers or influencers for North American contact centres. The survey covers trends in Customer Interaction channels, media integration planning and IP growth and investment. This research provides information on remote agent deployment and barriers to IP ado...

USD 1,195.00

USD 896.25 save 25 %

30 Sep 2005  |  North America

IVR - End User Survey

This end user study was conducted via email. Respondents were from all of the major verticals including healthcare, hospitality and travel, financial services and banking, telecommunications and IT, and retail among others. The study investigates the adoption of speech and future investment priorities.

USD 850.00

USD 637.50 save 25 %

Agent-customer interaction recordings are no longer limited to monitoring the quality of customer service agents within the contact center. The success of quality monitoring systems in improving agent performance and productivity has led to increasing use of these products in settings within the enterprise and outside of the contact center, in orde...

USD 1,195.00

USD 896.25 save 25 %

4 Item(s)