Call Center News

UCN First to Offer Real-Time Call Center Benchmark Analytics

Salt Lake City, Utah - UCN, Inc., the leading provider of all-in-one, off-premises contact center technology services, today announced inContact/PeerCompare(TM), a real-time performance benchmarking service to be provided in conjunction with BenchmarkPortal(TM). PeerCompare(TM) enables contact center managers to compare their center's performance against that of other call centers in similar industries.

This unique service will enable participating inContact call centers to have their ACD (automated contact distribution) performance metrics automatically uploaded to the BenchmarkPortal database of best practice indicators. Submitted data is compared to other call centers in the same industry, then a gap analysis table is presented within the inContact real-time reporting tool. All individual data is kept in strict confidence by BenchmarkPortal.

The Ascent Group is Pleased to Announce the Publication of 'Call Center Quality Practices 2006'

KITE, GA --March 2, 2006 -- The Ascent Group, publisher of the Service Delivery Advantage Customer Service Quarterly and Call Center E-Journal, announces the availability of its latest research report--Call Quality Practices 2006.

New technology and dedicated quality assurance groups now make it possible to monitor more calls per month per employee than in the past. Has this technology led to higher customer satisfaction, improved call center performance, or more effective agents? Based upon extensive research conducted during the end of 2005 and early 2006, Call Quality Practices 2006 reveals that employing this new technology does not guarantee success. Some companies have experienced great success, while others still struggle. As most have discovered, call quality assurance is a highly complex process that involves its own risks and rewards.

Contact Centers Now on Boardroom Agenda

HAUPPAUGE, NY -- Dimension Data, a $2.7 billion IT solutions and services provider, today announced results from its annual Contact Center Benchmarking Report. According to the Report, organizations are increasingly understanding the significance of the contact center in creating customer value and achieving commercial returns. This is evident by the finding that now 70% of contact centers report to director level, including 25% now reporting directly to the CEO.

The eighth Global Contact Center Benchmarking Report reveals that organizations are placing higher importance on contact centers, as they interact with an organization's most important resource -- its customers. As such, contact centers and their strategies are slowly maturing with 51% of participants in the study aligning their contact center development strategy with the corporate strategy.