LOVELAND, Colo., March 16, 2006 — Leading business research firm Prosci Research today announced the launch of its 2006 Call Center Best Practices Benchmarking study ). The online study is sponsored and conducted by Prosci Research and co-sponsored by Strategic Contact(R) (http://www.strategiccontact.com).
The companies are undertaking the study with four primary goals: to uncover the most effective management practices in call centers today; to understand how companies are using today's technologies; to reveal the most current performance objectives and results for call centers by industry; and to identify the operational and technological changes that have the greatest impact on customer satisfaction, call center efficiency and revenue contributions. Participation is free, and each participant will receive a free copy of the published study results report.
The 2006 study is the fourth in a series of research projects Prosci has conducted in the call center field. In its 1999, 2001 and 2004 Call Center Best Practices Benchmarking studies, the company collected data from over 650 organizations in 50 countries.
"This study is our most comprehensive to date," said Jeff Hiatt, president of Prosci. "The data collected will provide managers with a wide view of the changing call center environment and how to optimize their performance."
The 2006 Call Center Best Practices Benchmarking study has two components – the Call Center Management and Operations study and the Call Center Technology study – and participants can contribute to both. Participants in the Call Center Management and Operations study will contribute information on their management practices, including performance objectives and results, workforce management, hiring and recruiting, training, outsourcing, agent motivation and other relevant topics. The Call Center Technology study focuses on technology changes and their impact on performance.
"We believe this study will drive out important information contact centers everywhere are craving – what works and what doesn't, what is hot and what isn't and what they can learn from other centers – to help optimize their technology and operations," stated Strategic Contact president Lori Bocklund.
About Prosci Research
Founded in 1994, Prosci is a leading supplier of call center benchmarking reports and research-based toolkits. The company also sponsors the Call Center Learning Center, an online call center resource community. Prosci has become a leading supplier of benchmarking reports, toolkits for call center consultants, and handbooks for employees and managers. Learn more at .
About Strategic Contact(R)
Strategic Contact is an independent call center consulting firm that helps companies optimize the strategic value of their customer contact technology and operations. Strategic Contact's services help clients achieve their business goals through planning and execution of projects such as voice over IP migration planning, call center outsourcing strategy, information technology planning, and virtual call center design. For more information, visit http://www.strategiccontact.com.
Contact:
Kate Breen
Prosci Research
970-203-9332
Email
http://www.strategiccontact.com
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