Call Center Excellence: Customer & Performance Management -
Survey Topic: Call Center Performance
Intent of Survey: In the current economy, call center productivity and performance is more important than ever. Under-performing call centers can damage customer relationships and leave their companies at a competitive disadvantage. This benchmarking research study will probe critical call center systems that support productivity, effectiveness, service, and execution excellence. Study topics include call center models and structures, operational efficiency metrics, knowledge resources and management to support productivity, complaint resolution, and differentiated service levels for key customer groups.
Job Title(s) Requested to Participate: This study seeks input from executives, directors, and managers of call / contact centers that support customer service, sales, order management, or technical help - or a combination of these functions.
Expected Time Commitment: 15 minutes
Completion Target Date: Participant responses are requested by April 2, 2010 Begin The Survey