| Di Data's contact centre survey goes online |
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| by Stuart Corner | |
| Wednesday, 25 February 2009 | |
  
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Participants must have a contact centre with 20 or more agents and will receive free access to the survey findings, as well as a new, online comparison tool that will enable them to assess how their contact centre operations stack up with those of their peers. The survey results will also be made available to non-participating organisations for a fee. "When we polled participants of our 2008 Benchmarking Report, 86 percent said they participated to compare their performance to that of competitors and peers, and identify opportunities for cost reduction and performance improvement," said Martin Dove, Dimension Data's managing director of customer interactive solutions. "Organisations that participate in the 2009 study will be able to easily benchmark the performance of their operations in a world of intense competition and tough targets." He added: "Last year's respondents also said that the greatest barriers to gaining maximum value from the benchmarking exercises had been the inability to compare results across specific criteria. Publishing the report online and offering a comparison tool will address some of these obstacles by making results easier and more convenient for participants to access." The 2009 report is expected to summarise responses from more than 500 contact centres in 36 countries across five continents. Interested organisations can visit www.ccbenchmarking.com and register to participate. Submissions will be accepted until March 31, 2009.
This article first appeared in ExchangeDaily, iTWire's daily newsletter for telecommunications professionals. Register here for your free trial.
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