Report Performance Customer Interactions 2010

This is the second research report in which TOTE-M publishes the results of its yearly performance benchmark of customer interactions.

The goal of the research is to increase the level of professionalism of customer interactions and its sourcing by making performance transparent to the market. This research gives you a clear insight in the decision making around customer management, specifically  inbound and outbound customer interactions and focuses on the performance  of internal service providers (contact centers) and external vendors. Next to this the sourcing organization, developments in strategy, contract and KPI's will be adressed. The study is based on a representative sample of the largest organizations based in The Netherlands, both Dutch and international.

Download the report below.

Attachment	Size
Report Performance Customer Interactions 2010.pdf	639.36 KB