Contact Center Managers Urged to Participate in Global Study

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Is national benchmarking enough for U.S. contact centers? Roger H. Nunley, Managing Director of the Customer Care Institute, says a global economy makes it imperative for North American contact centers to benchmark against centers worldwide if they want to maintain a competitive edge. For a limited time, contact center managers have the opportunity to participate in this yearÂ?s survey for the 2006 report.

The Customer Care Institute (CCI) urges North American contact center managers to participate in a survey designed to capture information for the internationally renowned Global Contact Centre Benchmarking Report by visiting before July 31, 2005.

Participants will receive a fr>e copy of the US$1,500 in-depth 2006 report, which is designed and distributed by Dimension Data. One of the most comprehensive studies of contact centers around the world, the report provides managers with a set of benchmarks with which to measure contact center operations.

CCI Managing Direct Roger H. Nunley says this is an invaluable opportunity for contact center managers to be ‘heard’ via the survey and, once that information is assessed, to then use the 2006 report to ensure best practices.

He explains, “Companies have got to realize that U.S. benchmarking alone is no longer enough. In this global economy, with today’s ever-evolving technology and the move by some companies to outsource offshore, best practices contact centers can be found in growing numbers of countries around the world. The writing is on the wall: contact centers must benchmark globally.”

CCI is a strategic partner for the report in North America, assisting Dimension Data in the planning and implementation of the study, as well as with expanding North American participation. In return, CCI’s Colleague members will have access to selected data from the report against which to benchmark their centers.

To participate in the survey, visit by July 31, 2005. For more information call CCI at (404) 352-9291.


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