2011 Contact Center Efficiency and the Customer Experience Research Study Launched Today by The International Customer Management Institute

Research survey designed to examine call center industry's ability to operate efficiently and cost effectively while delivering customer-centric service.

Jan 26, 2011, 15:03 ET from International Customer Management Institute (ICMI)

COLORADO SPRINGS, Colo., Jan. 26, 2011 /PRNewswire/ -- The International Customer Management Institute (ICMI), launched its 2011 Contact Center Efficiency and the Customer Experience (https://www.surveymonkey.com/s/efficiency_vs_experience) research survey via email to call center professionals around the world, and online at (http://icmi.com/Resources/Research/Balancing-Contact-Center-Efficiency-Study-2011).

The study will provide a comprehensive analysis of call centers' key performance indicators, as well as practices and trends in an effort to understand and recognize how well the industry is balancing demands for call center efficiency with customer satisfaction.

"Contact centers, as always, are conscious – if not driven by – cost and efficiency goals and initiatives. But as today's customer continues to grow more savvy about the quality of service they should be able to expect from companies they do business with, and as they become aware of even more choices for providers or products and services, focusing on the customer experience is of growing importance among brands as a marketplace differentiator," said Layne Holley, ICMI's Director of Community Services. "Our research aims to find out how many organizations are striking that balance and how – and to find out why some organizations aren't. The information we uncover here will be critical both to improving contact center operations and to improving customer wallet share for companies struggling in this area."

All respondents who complete the survey will receive a copy of the survey data highlights. This survey is anonymous; individual responses will remain confidential and will not be shared or stored.

In spring 2011, a free whitepaper of the survey results will be posted on http://www.icmi.com/. And a comprehensive research report, along with cross-tab analysis and expert commentary, will also be available for purchase.

Additionally, results and commentary will be presented around the world via live webinar and downloadable podcast. (Look for these at www.icmi.com/webcasts and www.icmi.com/podcasts).

This research initiative is sponsored by enterprise communications systems global leader, Avaya. (The underwriter, Avaya, does not have access to individual survey responses, nor will they be shared with the underwriter.)

About ICMI

The International Customer Management Institute (ICMI), which celebrated its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, award programs, and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.

For more information, visit http://www.icmi.com/.

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.

For more information, please visit http://www.avaya.com/ccexperience.

SOURCE International Customer Management Institute (ICMI)