Research

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.

Aberdeen Group computer and communications marketing research and consulting organization.

Frost & Sullivan's Contact Centers Research and Consulting practice provides global industry analysis, custom consulting, growth consulting (strategy consulting), and market research and forecasts that are designed to help your firm grow. 

The DMA State by State Do Not Call List information can be located here.

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.

LEGISLATION:

DMA Teleservices Council - Includes a Quarterly Legislative Update by council in Washington DC.

PossibleNOW.com, Inc. introduces DNC Solution a comprehensive solution fulfilling direct marketer's state and federal "Do Not Call" Compliance requirements. DNC Solution provides the tools necessary to prevent and defend against consumer and governmental legal action.

DNC Solution provides state and private DNC list management, "Do Not Call" record flagging or record removal capabilities, Detailed compliance activity reporting, agent training, automated policy fulfillment, campaign archiving and the industry's first DNC policy development wizard in its solution tool kit. Come visit our site to find out more about this revolutionary application engineered to solve your company's "Do Not Call" compliance problems. Call for more information (888)281-2664 or visit our web site.

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.

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.

Inc. Online - The most widely-read magazine for growing companies offers a timely and comprehensive Web site. It presents the current issue of Inc. as well as its extensive archives, articles and interviews only available online, and interactive worksheets, tips, and resources. The site is updated daily with Highlights of special interest to the owner/manager of smaller businesses and entrepreneurs.

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.

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.