Research

You follow the market and your profession as best you can, but it is impossible to follow all developments in the field of customer management. What are the latest insights into consumer behaviour? What is possible in terms of technique? What is proven technology and what is not?

Consumer research
TOTE-M has entered into a partnership with MarketResponse in order to perform joint studies into consumer behaviour. The first study is underway; the results will be published at the end of Q1 2009.

Supplier research
For many years, TOTE-M has performed regular global comparative studies into support software for cross-channel contact centres – a market in which developments take place at lightning speed. You can use these studies as a starting point for your selection. The results of the studies are published in English on CD-ROM or in book form.

Two new studies have recently been completed: the Knowledge Management Research Report 2008/2009 and the Workforce Management Research report 2007/2008.

Outsourcing Customer Management Study
TOTE-M has been commissioned by the Werkgeversvereniging voor Facilitaire Contactcenters (WGCC) to perform a large sourcing customer management survey amongst decision makers in the market.