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Self-Service Contact Center Study

SELF-SERVICE CONTACT CENTER RESEARCH STUDY LAUNCHED TODAY BY THE INTERNATIONAL CUSTOMER MANAGEMENT INSTITUTE

Survey examines call center industry’s best practices and greatest challenges around customer self-service; takes stock of ROI and purchase trends.

COLORADO SPRINGS, CO — October 1, 2010 —  The International Customer Management Institute (ICMI), now in its 25th year, today launched its 2010 Self-Service and Multichannel Contact Center survey in an email solicitation to call centers and vendors around the world, and online at http://www.surveymonkey.com/s/Y82LPDM

The survey will provide the most comprehensive analysis of call center best practices in self-service and multichannel customer touchpoints. The results will show us how contact centers are interacting with their customers and how those contact channels and strategies are affecting contact center operations and the customer experience.

ICMI, which offers self-service and multichannel training, conferences and consulting, conducted a similar survey in 2007.

ICMI’s most recent Contact Center Operations Report, which polled over 430 contact center professionals worldwide representing a range of industries and professions, indicated that only little more than one-third of contact centers were using self-service applications (IVR- and Web-based) in 2008. Yet, more than 37% of those surveyed said they planned to invest in self-service technologies in 2009.

“Our survey will reveal the types of investments contact centers have made and how they’re paying off,” said Layne Holley, ICMI’s Director of Community Services. “We’ll also learn how organizations are approaching self-service offerings from a strategic as well as a tactical perspective. How are they developing their self-service strategies? How are they managing the customer experience in that environment?”

Respondents who complete the ICMI Self-Service Center Survey by Friday, October 8 (midnight EST), will be entered for a chance to win a seat in the ICMI virtual course, "Improving Your Customer Experience Through a Seamless Multi-Channel Approach" (a $299 value). The winner will be notified by phone or email, and will be announced in the October 21 edition of ICMI's e-newsletter Call Center Insider.

All respondents who complete the survey by October 22 (midnight EST) will also be entered into a drawing to win a free All-Access pass to ACCE 2011 (a $2,495 value), taking place June, 2011 in New Orleans, LA. The winner will be announced in Call Center Insider.

The final results of the survey will be provided in a comprehensive report on self-service and multichannel practices in winter 2010. Each survey participant will receive survey results highlights after the survey closes.

In winter 2010, a free whitepaper on the survey results will be posted on www.icmi.com, and the complete research report, with cross-tab analysis and expert commentary, will be available for purchase.

Additionally, results and commentary will be presented around the world via a live webinar and podcast, (look for these on www.icmi.com as well).

Funding for the survey is provided by contact center solutions software provider inContact. (The underwriter, inContact, does not have access to individual survey responses, nor will they be shared with the underwriter.)


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About ICMI
The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live, which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, award programs, and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.

For more information, visit www.icmi.com

About inContact
inContact NASDAQ: SAAS helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

Learn more about inContact at www.incontact.com

 

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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