The Global Association for Contact Center Best Practices & Networking

We publish lots of great research papers and findings – some from our own research, others from leading research firms around the world. Research is shown in order of date published with the most recent showing first.

Interested in contributing Research Findings? Submit Them Online Here

	Watch What Your Customers Are Tweeting About ‘3 days of customer care couldn’t achieve what one tweet did! All tataskys up and running! Thanks everyone for the support and RTs.’ The findings gather steam considering that now-a-days, a... Author: American Express Published: August 1, 2010
	The Customer No Longer King Courteous service workers are a dying breed, and the cause lies in Singaporean characteristics, be it the worker, the boss or overdemanding customer AS its new generation becomes more cosmopolitan, self-centred and seemingly always... Author: ContactCenterWorld.com Published: July 20, 2010
	Top UK Retailers Failing to Improve Email Marketing Efforts Top UK Retailers Failing to Improve Email Marketing Efforts and Integrate Email with Social Media HMV and Republic knock M&S off the top spot, while Harrods and Early Learning Centre scores plummet in annual benchmark study - Average email... Author: dotmailer Published: May 17, 2010
	The Middle Manager in Outsourcing and Offshoring Research conducted by the London School of Economics regarding what do Middle Managers (MMs) do and what are their roles in making an outsourcing arrangement successful. Author: Leslie Willcocks, Published: February 24, 2010
	US Contact Centers Spend Over $12bn Each Year Asking Customers To Identify Themselves Research indicates that the average of 23 seconds wasted at the beginning of the call means $12.4bn spent each year on manual caller identification. Author: Steve Morrell, ContactBabel Published: December 31, 2009
	US Contact Centers Predict Return To Growth In 2010 After Shedding Over 200,000 Jobs In 2009 New research by ContactBabel reveals that there has been a significant drop in employment within the US contact center industry, which employs around 3.6% of the nation's working population. Author: Steve Morrell, ContactBabel Published: December 14, 2009
	Methods Used To Capture Customer Satisfaction There are many different methods dealing with the capturing of Customer Satisfaction. The question most companies should be answering is how often do they actively engage in it? Author: Raj Wadhwani, ContactCenterWorld.com Published: May 7, 2009
	Companies Are Struggling To Attract And Serve The Millennial Generation New global survey from the Economist Intelligence Unit and Genesys predicts major changes ahead to re-design the customer experience Author: Genesys Published: May 6, 2009
	Companies Could Be Losing More Than $5,000 Per Employee by Not Addressing Inefficient Communications Issues Communications barriers and latencies can cost small and medium businesses up to 40 percent of their productive time, according to a Siemens-sponsored global study. Author: Martin Muller, Siemens Published: March 4, 2009
	Giving Agents Access To Information Find out how many companies do, and do not provide their agents with access to information, and also what kinds of information there are to provide. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 8, 2009
	Cutting Edge Technology Or Behind The Times? Find out what companies have rated themselves on the use of center technology. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 8, 2009
	Suggestion Boxes And Feedback To Management Information on who actually uses suggestion boxes, or prefer other methods. Also find out how many companies give their agents scripts to help them deal with inquiries and requests. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 8, 2009
	What Do You Measure Agents Against? Find out what ways other people are using to measure their agents against. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 8, 2009
	Monitoring Agents Research about different ways to monitor your agents for performance and productivity. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 8, 2009
	Top Reasons For Agent Turnover Research on the top reasons why agent turnover is so high, and also information on how to try and keep the turnover low. Author: Raj Wadhwani, ContactCenterWorld.com Published: January 7, 2009

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