Sponsored by CallTalk, reports on the practices of survey respondents in handling after-call documentation of calls, tools available to augment after-call work, tracking & reporting, the use of incentives and training to improve agent efficiency in documenting calls, and individual responses from survey participants to the question “Do you consider your present ACWT per Agent to be an issue of concern to your center”.
Price: $199.00

Sponsored by CallTalk, this survey explores average response time for emails, capturing email customer satisfaction, key performance indicators for measuring email handling efficiency, methods used to service email traffic, use of virtual agents, lead capturing, and email upselling.
Price: $199.00

Sponsored by Indiana Power & Light, this survey investigates the type of ACD technology used by respondent call centers, the vendors providing the ACD, the model of the ACDs, satisfaction levels of the chosen ACDs, strengths and weaknesses of the ACDs, and features considered most desirable in selecting an ACD.
Price: $199.00

Sponsored by HyperQuality, this is a follow-on survey to OMS 902 that is specifically focused on call quality evaluation and reporting software solutions, and ranks the importance of specific features including integration, ability to handle multiple recording sessions simultaneously, applicability of software to voice, email, and chat interactions, remote calibration capability, plus verbose responses to the question, “Does your call quality evaluation module and reporting software provide significant insights to help you improve in the areas that are important to you?”
Price: $199.00

This survey captures and classifies call centers of respondents by percentage into one of ten geographical sectors with the continental U.S., and presents response to the location most preferred and least preferred for a new call center.
Price: $199.00

Survey report discusses whether call centers use home-based agents, percentage of agent staff that is home-based, type of contract for home-based agents and whether licensing is required, types of business functions/processes are handled by home-based agents, percentage of calls or functions that is outsourced, types of support for home-based agents, average set-up cost for home-based agents, methods used to attract home-based agents, supervision of home-based agents, initial training & mentoring of home-based agents, initial hiring cost excluding set-up costs, satisfaction with using home-based agents, impact of home-based agents on annual costs, issues encountered using home-based agents, benefits of using home-based agents, and what was uncovered that was not planned/expected using home-based agents.
Price: $199.00

Discusses average annual budget of respondents, allocation of budget, average cost per call, percent of up-sell/cross-sell opportunities, up-sell/cross-sell conversion rate, average sales revenue per call, average new-hire cost per agent.
Price: $199.00

Surveys the use of technology in contact centers, top 3 priorities of call center managers for improving contact center performance, top 13 technology initiatives being pursued by contact centers polled, and use of on-premise vs. hosted technology.
Price: $199.00