Call Center Best Practices study now underway - FOR IMMEDIATE RELEASE
CALL CENTERS AND CUSTOMER SERVICE THE FOCUS OF NEW STUDY
LOVELAND, CO, November 5, 1998 � ProSci�, a Colorado-based research
company, and Vanguard Communications, a leading independent consulting
firm specializing in call centers, today announced the beginning of an
online study focused on call centers and customer service. This project
examines best practices and technology trends for serving customers
through the telephone, email and the web.
�Customers are demanding better service with each telephone call. Now
with email and the web, companies must learn how to deliver excellent
service with every customer contact, regardless of media,� stated Lori
Bocklund, call center practice manager of Vanguard.
The 1999 Call Center Best Practices Study is an international project
designed to collect data on the latest call center technologies,
processes, and
management practices. This study will uncover best practices and what
the future holds for customer service. Study topics include:
- Call center operations
- Email and web-enabled call centers
- Performance measures
- Call center technology
- Voice response and CTI
- Customer satisfaction
To participate in the study or for more information, visit the Call
Center Learning Center at:
http://www.call-center.net
Participants in the project will receive a complimentary copy of the
complete study results.
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ProSci is a research and publishing company serving businesses and
consulting firms with current information on business process
improvement and innovative practices. Over the last two years, ProSci
has worked with more than 450 companies on benchmarking and
research-related projects in the areas of customer service, change
management, and business process reengineering. For more information,
visit ProSci�s online learning centers at
www.prosci.com and
www.call-center.net.
Vanguard Communications Corporation is a leading independent consulting
firm specializing in Customer Contact, Call Centers, Voice Response,
CTI, and Collaborative Messaging. Founded in 1980, Vanguard has offices
throughout the United States, as well as in Canada, Italy, New Zealand
and the U.K. For more information, visit Vanguard�s website at
www.vanguard.net.