Contact Center Solutions Featured Article

ContactBabel Invites U.S. Call Centers To Participate In Study

April 24, 2008

Research group ContactBabel announced this morning it has begun research for the second edition of its “U.S. Contact Center Operational Review (2nd edition - 2008). The company is inviting the participation of any U.S. business that has more than 10 employees working in a telephony-based role to take part, whether inbound, outbound, sales or service-focused.

Recent research indicates that U.S. businesses have reached a critical point within their customer-facing operations. The growing pressure caused by staff attrition and absence, a shrinking labor pool, the failure of offshore outsourcing and a more demanding customer base means that alternatives such as self-service and automation are now seen as viable alternatives to increasing headcount.
The first edition of U.S. Contact Center Operational Review has helped thousands of U.S. businesses to compare their customer contact operations against others within their sector, to improve their customer experience and lower their costs. 
Participants (whose identities are kept confidential) are asked to complete and return an Excel-based questionnaire that covers key elements of performance, HR and IT within customer-facing operations.
The 2008 questionnaire has been altered to be quicker and easier to complete, and ContactBabel is offering a $50 gift voucher for each completed questionnaire. Additionally, all participants will also receive a complimentary copy of the full 250-page report.
The deadline for the questionnaire’s completion is June 20th 2008 and it can be downloaded from
For more information about the completed U.S. Operational Review, download last years’ report from
Tracey Schelmetic is Editorial Director for Customer Interaction Solutions magazine, and covers the customer relationship management and call center industries for ContactCenterSolutions. To read more of Tracey’s articles, please visit her columnist page. She also blogs for ContactCenterSolutions here.

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