ABOUT GLOBAL BENCHMARKING
First
published by Merchants in 1997, the report is now published and researched by
Dimension Data. The Benchmarking report aims to add value to you and your
contact centre; it is a tool enabling the reader to:
- Compare contact centre performance with
others of the same size, within the same industry and geographical
region;
- Identify strengths and weaknesses in
key areas of operations management, technology and people i.e. how does
the contact centre match up to best practice?
- Learn how to improve contact centre
effectiveness and efficiency. For example: look at ways to improve
service levels and reduce costs.
The report covers the
following content:
- Strategy and development
- Financial rationale and management
- Customer knowledge and management
- Performance measures and metrics
- Processes and procedures
- Organisation
- Technology environment
The
report is mostly targeted at managers and specialists directly involved with
contact centres. But it also has practical relevance for anyone involved in
consulting or supplying services to the contact centre industry. To order
your copy of the Dimension Data Global Contact Centre Benchmarking Report
2008, please fill in the online order form.
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data uses its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.
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To ensure our Global Contact Centre Benchmarking Report is truly representative from an industry and regional perspective, Dimension Data works closely with many contact centre industry associations to promote participation in its annual Benchmarking Survey.
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Merchants Limited is a leading customer contact solutions company. It provides a full range of innovative managed services and contact centre consultancy expertise to enable the successful generation of customer value in real time, every time.
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