CRM Featured Article
May 15, 2008
Report: Customer Satisfaction Key to Contact Center Performance
Experts say that customer satisfaction is a key differentiator among the world’s contact centers. Those that cannot satisfy the customer often find themselves only acquiring clients based on price. Those that can drive service and satisfaction end up providing the client with more value as they can also protect the customer base.
According to the “2008 Contact Center Performance Management Report” from DMG Consulting LLC, the PerformanceEdge Group of Aspect (News - Alert) Software has the highest customer satisfaction rating for contact center performance management solutions.
The market research firm specializes in contact centers and real-time analytics. It found that customers surveyed in the report gave Aspect Software an overall vendor satisfaction rating of 4.67 on a five-point scale. Based on contact center seats, Aspect also holds a significant share of the performance management market at 16 percent.
Performance management systematically uses data for business improvement by integrating data from disparate sources and distributing highlight personalized information to every employee in the operation. By completing this process, individuals are empowered to make better fact-based decisions and then taking the best action to drive results, officials say.
DMG describes these solutions as being designed to deliver actionable recommendations to help the enterprise improve the customer experience, increase sales, improve productivity, reduce costs and agent attrition, and enhance the perception of the contact center within the enterprise.
“Aspect received a high score of 4.67 out of 5.0 in the ‘Overall Vendor Satisfaction’ category, tying with another company for best overall performance in the developing contact center performance management market,” said Donna Fluss, president of DMG Consulting LLC. “The ‘overall’ category evaluates all aspects of the relationship between customers and the vendor.”
“The contact center performance management market grew at a rate of 79 percent from 2006 to 2007,” she added. “We expect the demand for these applications to be even higher in 2008 as contact centers continue to experience concrete results, including improved agent productivity, lower costs and an enhanced customer experience.”
Robert Kelly, vice president, PerformanceEdge (News - Alert) Group, said: “Performance management is still an emerging market in contact centers, and more of our customers are starting to adopt these solutions and see dramatic results, such as improved productivity and enhanced customer interactions.”
“With this report, DMG Consulting validates that our performance management offerings are providing the capabilities our customers need to make better fact-based decisions and drive results in the contact center. In addition, companies using performance management coupled with a synchronized suite of performance optimization applications are finding even greater results,” Kelly said.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
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