Customer Contact Management- Research & Advisory Services

Retaining your customers has never been so important with recent economic pressures, harsher competition and a more empowered customer. The quality of customer interactions can make or break a sale, a brand, a business. Customer service professionals are tasked with applying cost-effective methods to delight customers providing superior service and issue resolution.

The benchmarking tools and best practices available through Research and Advisory Services will help customer service groups streamline their customer contact process, identify effective customer engagement tactics and build strong, profitable customer relationships.

Our Research and Advisory Services analysts have worked with many companies to improve their customer interaction and develop innovative strategies to win and retain customers. Our expertise spans critical areas of customer contact and call center management:

• Customer retention and loyalty strategies
• Customer relationship management
• Call center structure, staffing, roles and responsibilities
• Call center operations and productivity metrics
• Leveraging customer insight in the call center
• Complaint handling mechanisms
• Customer life time value strategies

Explore these and other topics with us during a Virtual Presentation of our resources, capabilities and solutions tailored to support your success.

Benefits of a Partnership with Research and Advisory Services

• Decision Support Research to Benchmark Your Function and Learn from Best-in-Class Customer Strategy Groups
• Access to Strategic Research Projects around Customer Service Excellence
• Unlimited Access to the Best Practice Database for Quick Access to Key Customer Contact and Customer Service Best Practices
• Personal Interaction with Senior Analysts With Years of Experience in Benchmarking Customer Service and Call Center Management
• Exclusive Networking Forums for Customer Service, Marketing and Account Professionals