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Genesys Global Consumer Survey—2007- Genesys
- Presented by Genesys
Examine the eye-opening responses of 4,200 international consumers as they offer their candid opinions about contact centers and customer service. These survey results,, provide an invaluable opportunity to hear firsthand what consumers think about their contact center experiences—and where they’d make improvements.
Review the key findings and discover:
• The connection between customer experience and customer loyalty;
• The preferred vehicle for contacting customers;
• The acceptance level of cross-sell offers ;
• How lengthy hold times impact the overall customer experience
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Polish IT market worth PLN 20bn
- Presented by PMR Ltd.
The Polish IT market totaled PLN 19.8bn last year, up 12.4% on 2005, according to „IT market in Poland 2007-2010,” a report published by PMR, a research and consulting firm. 2006 marked the fourth consecutive year of double-figure growth for the Polish IT market. The situation in the sector is seen as relatively stable and the outlook is bright.
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Measuring the Pain: What Is Fragmented Communication Costing Your Enterprise?
- Presented by Siemens Communications, Inc.
Largest End-User Survey Quantifies Huge Costs, Workflow Disruptions and Frustrations Caused By Fragmented Communications.
A survey of enterprise and contact center employees and their workflows reveals the silent but staggering true costs of fragmented communications: Enterprises of 1,000 persons could lose nearly $13 million a year in lost productivity and avoidable expenses. That’s just one of many startling results from a recent, landmark in-depth poll of 517 communications end-users across North America and Europe conducted by independent Insignia Research of Toronto, Canada and commissioned by Siemens Communications, Inc., and co-sponsored by CRMXchange. The survey report quantifies the costs of the status quo – including workflow disruptions, added costs and associated frustrations to enterprises lacking unified communications. It explores pain points at the individual, team and enterprise levels in terms of time and impact on serving customers as well as the frustration and anxiety to users and their teams.
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Customer Experience Management Benchmark Study
- Presented by Strativity Group
Companies interested in earning their customers’ loyalty through delightful customer experiences should focus on delivering a customized and value added solution first before attempting to delight their customers with bells and whistles. Despite much fanfare about exotic designs of customer experiences, customers are still seeking companies that solve their entire issue rather than just a portion of the problem. This is the clear message of Strativity Group’s latest Customer Experience Management Benchmarking study. The 379 executives who responded to the CEM Benchmarking study noted overwhelmingly that customers are more interested in solutions that are customized, complete and delivered quickly and simply than they are in products that target their emotions.
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World Contact Center Performance Management Systems Market
- Presented by The PELORUS Group
The PELORUS Group just released 2008 World Contact Center Performance Management Systems Market. This latest report details significant trends, market drivers, constraints, market size, growth, and market shares for the fast-growing performance management (PM). PELORUS values 2007 world demand for PM software and services at $100 million, growing to $203 million by 2012. Global demand is largely driven by the need to consolidate information from disparate data bases and a compelling business case. North America and Europe account for 95% of all shipments. Verint Witness Actionable Solutions and Merced Systems are the market leaders.
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