Research
You follow the market and your profession as best you can. However, it is impossible to keep up with all developments in the field of customer management. What are the latest insights into consumer behaviour? What is possible in terms of technology and what is proven and what is not?
Performance Customer Interactions Study
In 2008 and 2009 TOTE-M started the first large sourcing customer management survey amongst decision makers in the market. In 2010 the study continued under the label Performance Customer Interactions. This study is conducted annually and serves as a benchmark for the customer service market in the Netherlands. Service providers are rated by their clients and in-house contact centres are judged by their internal departments.
Consumer research
On a regular basis TOTE-M is carrying outresearch in consumer behaviour. The first study has been published in 2009.
Software and vendor studies
For many years, since 2001, TOTE-M regularly has been performing global comparative studies of support software for cross-channel contact centres. The studies comprised of software packages for knowledge management in contact centres and web selfservice, Workforce Management and Quality Monitoring. In 2004 TOTE-M published comparative research on vendors of outsourced customer service in The Netherlands.
For many years, since 2001, TOTE-M regularly has been performing global comparative studies of support software for cross-channel contact centres. The studies comprised of software packages for knowledge management in contact centres and web selfservice, Workforce Management and Quality Monitoring. In 2004 TOTE-M published comparative research on vendors of outsourced customer service in The Netherlands.