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Prepublication Offer Call Quality Practices 2007 Our upcoming research report will deliver the results of our 4th annual research on call quality programs. The Ascent Group conducted research during the first quarter of 2007 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way. Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins". In addition, we provided detailed results and analysis from our survey of more than 50 companies. The report also profiles the monitoring technology that is in place within these companies, provide an analysis of monitoring approaches, including frequency, quantity of calls, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, calibration approaches. For those companies with dedicated Quality Assurance groups, we look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. We also take a look at how coaches are selected and trained, how coaching performance is measured, and coaching certification programs. Finally, we explore the successes achieved as a result of our participant's call monitoring efforts. The research also examines ways to improve Quality Assurance program credibility, takes a look at QA analyst skill requirements, and techniques to improve QA feedback. As an added bonus, this report also examines how coaches are selected and trained, coaching performance measurement, and coaching certification programs. List of Exhibits Download a Research Extract from last year's report. Benchmark Your Call Quality Monitoring Performance. To be Published: March 2007

Call Quality Practices 2007 On-line Version: $525 CD-Rom Version: $550 Printed Report: $595 Shipping and handling charges ($15) added to CD-Rom orders and Printed Reports.