Towards Multimedia Contact Centres: Emerging Consumer Expectations

This is a major new project assesses consumer expectations across a range of industries in contacting call centres. Sectors included in the study will be Banking, Financial Services, Retail, Utilities, Telecoms, Government, and Media. More than 1000 consumers will be interviewed.

Teleconomy and the Call Centre Association (CCA) Research Institute have joined in partnership to offer this research opportunity. The project includes:

· An assessment of the impact multimedia contact has had on caller expectations.
· Detailed sector performance benchmarks for sponsors
· Examination of the role of multimedia contacts in different sectors
· An industry-wide sector benchmark of performance
· An analysis of which sectors perform best across the call and contact centre industry.
· Provision of specific recommendations to sponsors on their future direction
· Sponsor-specific results through a tailored subset of findings specially designed for each client organisation