The following organizations have provided resources in support of the Customer Care Institute’s mission, “To provide professional, effective, innovative programs and services that will enable organizations to deliver state-of-the-art customer care.”
Dimension Data is a global information and communications technology (ICT) services and solutions provider that uses its technology expertise, global service delivery capability, and entrepreneurial spirit to accelerate the business ambitions of its clients.
It publishes the annual Dimension Data Global Contact Centre Benchmarking Report, covering 11 sectors from 79 countries across Asia, Australia, the Middle East, Africa, the Americas and Europe. The Report comprises six core chapters, 400 data points and 102 charts, each of which has a trend analysis, business implication commentary and suggested recommendations.
Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged to be the most useful, authoritative and comprehensive report of its kind. It’s designed to provide a single point of reference on key aspects affecting customer management within today’s contact centers.
Head of Global Benchmarking
+1 (604) 732-3335
ContactBabel is the leading analyst firm for the US and UK contact center industries. Since 2007, it has produced The US Contact Center Decision-Makers’ Guide, an annual study of the performance, operations, technology and HR aspects of US contact center operations.
The report is based on in-depth studies of hundreds of contact center operations, detailing performance benchmarks, technology usage, strategic direction, and HR statistics such as attrition and salaries.
The full 300-page report is available for free download. You may access it by going to www.contactbabel.com/united-states.cfm.
+44 (0) 191 271 5269
Great Brook Consulting
Great Brook helps organizations listen to their customers, employees and other critical stakeholders. It provides its expertise to develop robust feedback systems to capture these vital information flows and then apply the information to their operations to gain strategic, competitive advantage in the marketplace.
Through the collection and application of customer feedback, Great Brook can enhance the strategic value of an organization by improved design and execution of both products and services. It assists companies in listening to their stakeholders through its products, consulting services, seminars, and original research.
Dr. Fred Van Bennekom
Great Brook Consulting
+1 (978) 779-6312