On the The Taylor Reach Group's website, they have listed an amazing list of fascinating call center industry trends, including:
Workforce Optimization Technologies (WOT\'s) are growing at the rate of 12.1% CAGR
Datamonitor- April 2005
92% of customers form their opinion about a company based on their call center.
Purdue University
68% of Customers will switch brands based on a poor service experience.
Gartner Group
A Yankee Group study of 350 US and Candaian call centers has found that 24% of agents or 672,000 workers, work from their homes.
This number is expected to grow by 24% per year through 2010.
Yankee Group
Tuesday, April 25, 2006
Looking for workforce optimization content
One of our technology partners is seeking workforce optimization content for their website. They are looking for an article on emerging trends, software comparisons, maintenance costs, differentiating features, and integration.
Feel free to submit your article here in the comments area of this blog.
Feel free to submit your article here in the comments area of this blog.
Monday, April 17, 2006
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