Gartner

Posted on February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training

By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]

Posted on December 17, 2007 in Gartner • Research • Technology

The Challenges in Employing Research Reports to Make Purchase Decisions There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser degrees. There […]