June 22, 2005 -- The Customer Care Institute (CCI) today announced a strategic relationship with Dimension Data in relation to its highly-respected Global Contact Centre Benchmarking Report. The report is one of the most comprehensive studies of contact centers around the world, providing managers with a set of benchmarks with which to measure contact center operations, from contact centre staff, salary levels and performance statistics, to technology developments and training needs.
“ We feel the data in the report can be of tremendous value to CCI members as well as all Customer Care professionals in North America and around the worl... ”
As a partner for the Report in North America, CCI will provide its expertise in the planning and implementation of the study and assist with further expanding North American participation in the Report. In return, CCI members will be able to purchase the recently launched 2005 report at a special discounted fee. In addition, Colleague members will receive a complimentary summary of the 2005 report and will have access to selected data from the report to benchmark their centers against others from around the world.
“We are especially pleased to be working strategically with the Customer Care Institute,” says Cara Diemont, marketing director of Customer Interactive Solutions for Dimension Data. “We feel the data in the report can be of tremendous value to CCI members as well as all Customer Care professionals in North America and around the world.”
U.S. Benchmarking No Longer Enough
Roger Nunley, managing director of the Customer Care Institute, is also pleased with the partnership as he believes that U.S. benchmarking alone is no longer enough. He explains, “In this global economy, it’s no longer sufficient for U.S. companies to benchmark their contact centers only against other U.S. companies. With today’s ever-evolving technology and the move by some companies to outsource offshore, best practices contact centers can be found in a growing number of countries around the world.
“To ensure best practices, contact centers must benchmark globally. The Global Contact Center Benchmarking Report will help companies achieve that goal,” adds Nunley.
First published in the UK in 1997 by Merchants, a Dimension Data company, the 2005 edition of the Global Contact Centre Benchmarking Report is the seventh in a series of the industry-renowned benchmarking reports. The report has balanced global and industry representation from 166 contact centers located across 24 countries and five continents, and is an invaluable reference for all contact centre professionals. The research was conducted in conjunction with Synovate, a leading global research company.
2006 Study Underway
The 2006 study is now underway. Contact center managers can register for participation in the study by visiting www.customercare.com. Participants will receive a free copy of the US$1,500 in-depth 2006 report as soon as it is published. The 2005 report is currently available for purchase on the Customer Care Institute’s site.
About the Customer Care Institute
The Customer Care Institute (CCI) is an international resource organization that assists Customer Care professionals with improving the delivery of Customer Care. It focuses on issues found in the Customer Service, Consumer Affairs, Help Desk and Teleservices professions. The Institute conducts and monitors research on Customer Care issues, identifies emerging trends, organizes Best Practices Forums and workshops and publishes the Customer Care Update and the Customer Care Network News. Over 6,000 Customer Care professionals have joined the Institute. It has assisted Customer Care Professionals from a wide range of industries with enhancing their Customer Care programs. For more information about the Institute, go to www.customercare.com.
About Dimension Data
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build and support their IT infrastructures. The company applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions. Dimension Data (www.didata.com) was founded in 1983 in South Africa and today operates in 30 countries on six continents.
About Synovate
Everyday, across five continents and 24 time-zones, 4,000 smart people driven by endless curiosity, go to work at Synovate, the world’s most dynamic global market intelligence company. Synovate provides clients with industry specific and branded solutions utilising best-in-class research tools and proprietary practices. Synovate harnesses the latest technology and thinking in both its methodologies and knowledge delivery to ensure solid scientific, independent and objective research. Visit www.proactive.co.za and www.synovate.com for further information.
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