The growing importance and awareness of the customer experience
had driven a growing number of companies to implement voice of
customer programs. These programs can divided into two categories –
1. Market Research and 2. Customer Surveys. Companies typically use
market research to identify unmet customer needs but use customer
surveys to understand customer’s perception about the quality of
individual transactions or the general relationship.
During the course of numerous client engagements, we...
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2008 was an impressive year for the hosted call center
infrastructure market, and the first half of 2009 is proving to be
even better. Research showed that the worldwide economic recession
drove many organizations in all verticals to consider hosted
contact center infrastructure solutions. DMG found that many of
these companies were not classic risk takers, but rather companies
that viewed hosting as an opportunity to do business differently,
without a great deal of initial investment.
Growth of...
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A recent contact center study by Ventana Research shows that 44%
respondents expect their customer interaction volume to increase in
the next 12 months, compared to only 14% that expect to see an
overall decrease. More interesting though are the reasons behind
the expected growth, one of which is the expansion of contact
channels. Contact center executives expect a massive growth in
instant messaging (137%) and text messaging (128%), along with a
modest growth of 11% expected for the use of...
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