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Call Center Strategies 2006 Research conducted during the third quarter of 2006 is revealing the most effective techniques and strategies for improving call center operations. We asked companies to share inbound call center operational strategies and experiences to identify the practices that lead to higher productivity, improved call quality, and increased employee retention. We also asked companies to provide plans moving forward as well as lessons learned along the way. Call Center Strategies 2006, a 250-page color report, profiles research participants in a case study format, sharing current technologies, call center management practices, lessons learned, challenges overcome, and plans for the future. In addition, we provide detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants. Companies participating in the research included: Public Service Electric & Gas • Soul Converged Communications •AEGON DMS • State of North Carolina • Southern Connecticut Gas • ProtoCall • Yarra Valley Water • Central Vermont Public Service • DirecTV Galaxy de Columbia • Advanta • Greystone Power • First Arbitrage • City of Roseville • NW Natural • VipNet • Countrywide • Northwestern • Sarasota Environmental Services • Newfoundland Power • Safeco • The Hartford • Foremost Insurance • Fujitsu Espana • Saint Lukes Health • Harlequin • Consolidated Edison •TSB Bank • TNB Card Services • Spore Pools • Teletech New Zealand • Orlando Utilities Commission • Claremont Savings • Allegheny Power • VicRoads • CA • Kenya Light & Power • ER Solutions • Source Medical • Philadelphia Gas Works • FortisBC • ING • IBT Solutions Publication: November, 2006 View analysis and exhibit list from the report or a Table Of Contents. Download a Research Extract from our report. |
On-line Version: $425 CD-Rom Version: $450 Printed Report: $495
A $15 shipping and handling charge will be added to CD-Rom orders and Printed Reports. Publication: |
