Thursday, April 19, 2007

E-mail Story     Print     Feedback

New TelecomWeb Survey Reveals More C-Level Support Needed For Contact Centers

PR Web April 18, 2007  Parsippany, NJ  TelecomWeb’s “The Next Generation Contact Center Report” recently conducted a study of contact center professionals to find out if contact centers are perceived by senior enterprise management as strategic assets to their businesses and a high priority when it comes to investment. The study revealed that only 42 percent of contact-center respondents have an explicit objective to be perceived by corporate management as a strategic asset. However, within that 42 percent, 20 percent said their senior management believes investments in their contact centers are strongly aligned with the strategic objectives of the business (and 65 percent said investments are reasonably or strongly aligned). The message is that for those centers actively pursuing this as an objective, they are making good progress. The problem is that fewer than half of all contact centers are even trying to achieve this objective. Read the full article at www.telecomweb.com/ccr.

Visitors to “The Next-Generation Contact Center Report” can read weekly news briefs free. This week’s briefs include:

• “Alltel Makes Good On Center Closing”
  Alltel Wireless is closing an Issaquah, Wash.-based call center and eliminating 260 jobs...
• “New Indiana Center For IBM?”
  Press reports cite a center that could create as many as 1,000 jobs...
• “Group Refuses ‘Global Warming’ Business”           

The Successful Office Group says it will turn away 'global warming' enthusiasts due to basic fraud...

• “Bathtub Provider Doubles Lead Captures”                

Prairie Voice Services says its automated-direct- response solution has doubled the “lead capture” rate for Premier Bathrooms...

• “Avaya Unveils First Software-Only Contact-Center Solution”   

The Customer Interaction Express suite was built expressly for mid-market enterprises...

To read articles, news briefs and white papers free, please visit “The Next Generation Contact Center Report” at www.telecomweb.com/ccr.

About The Next Generation Contact Center Report

The Next Generation Contact Center Report Site is devoted to providing news, analytical articles, white papers, case studies, interviews with executives and other forms of information designed to help companies migrate effectively to an IP Contact Center environment. Readers will also be able to participate in, and download results from, the upcoming survey on Intelligent Migration to Unified Communications in the Contact Center. Visit The Next Generation Contact Center Report at www.telecomweb.com/ccr.

About TelecomWeb

TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless, TelecomWeb broadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit www.TelecomWeb.com.