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Annual Partner Study

Financial Services Forum partners annually participate in the creation,  completion and discussion of a group research project that evaluates contact center processes, practices and metrics.  Partners use study results to drive more effective customer service delivery, higher revenue generation and better operational efficiency.  Study results are updated annually.

Top contact center management issues currently being surveyed include:

    • Aligning strategy and structure
    • Managing staffing and employee development
    • Managing volume and quality
    • Enhancing customer satisfaction and loyalty
    • Driving sales and profit growth
    • Improving financial and operational efficiency
    • Measuring and managing total performance
    • Emerging trends and key lessons learned
Study results are summarized, blinded, and published back to the group complete with individual performance scorecards and gap analysis. The Financial Services Forum partners meet to review results and to discuss their similarities, differences, challenges and innovative solutions.   The Annual partner Study, along with the other features of the Financial Services Forum, provides members with knowledge that can only be gained through custom research and in-person discussions.

Download a copy of the current survey, Delivering Superior Customer and Business Value through Contact Centers, to learn how the Financial Services Forum can help you deliver superior customer and business value through contact centers!

Learn more about other research services available through the Financial Services Forum.

To learn more about the Financial Services Forum annual member study, contact 
Ann Recchie

via email

FREE Download

2005 Survey:
Delivering Superior Customer and Business Value through Contact Center

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