|  Datamonitor
is Europe's leading provider of market analysis reports
for the call centre and CTI sector. From web-enabled
call centres through CRM, Datamonitor has country-specific
and vertical market information to help solution providers
better understand and target their marketing audience.
Gartner
Group
- Provides you with cutting-edge advice and targeted
insights to support competitive decision making across
the IT spectrum. Our unparalleled expertise supports
you with research, analysis, consulting, measurement,
decision evaluation, and product and call center vendor
selection.
Call
Center Metrics: Key Performance Indicators (KPIs)
ICMI -
Managing by the numbers is critical to call center
success. Although most technology produces reams of
quantitative reports, there is a relatively small
subset of data that managers should rely upon: call
center Key Performance Indicators (KPIs). This ICMI
Tutorial covers all key aspects of Performance Indicators
(KPIs) -basics and beyond, making it an invaluable
resource for both new and experienced call center
professionals. Learn what numbers to focus on, what
they mean and how to use them to improve your call
center's performance.
Hughes
& Associates, Inc. is a national consulting
firm specializing in employee relations, management
training and development as well as assisting companies
to remain non union. If unionization is being discussed
in your call center environment or you would like
to conduct a vulnerability assessment - call (617)
923 9971 or email HughesConsulting@MSN.com
Jupiter
Communications
is a leading provider of marketing research reports
on Internet e-commerce. Jupiter's research, which
is solely focused on Internet commerce, provides clients
with comprehensive views of industry trends, forecasts
and best practices. The company's research services
are provided primarily through its continuous subscription
product, Strategic Planning Services (SPS).
Aberdeen
Group
computer and communications marketing research and
consulting organization.
Call
Center Network Group
- serves management professionals, providing programs
and services that facilitate the exchange of ideas,
experience and solutions to meet the challenge of
managing the call center environment. CCNG also establishes
unique opportunities for career advancement and networking.
Incoming
Calls Management Institute (ICMI)
and ACNielsen Company of Canada recently conducted
a focused research survey to uncover key data on current
call monitoring practices and policies. A total of
735 North American call centers participated in the
survey, which was completed in November 2001. ICMI’s
previous study on monitoring practices, Call Center
Monitoring Study Final Report, was published in November
1999.
Resource
Center for Customer Service Professionals
With their "We've Got It All" guarantee,
the Resource Center continues to grow as a market
force in the customer service information industry.
The Resource Center carries the best of the best:
books, research reports, surveys, self-study training
in all forms, association memberships, and training
seminars produced by the industry's finest associations,
consulting firms, and publishers.
The
Yankee Group
a subsidiary of Primark Corporation, is recognized
as a global leader in IT research and advisory services,
focusing on the areas of strategic planning assistance,
technology forecasting, and IT industry analysis.
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Research
