Note

Summary of Reports

 Achiever Software

 Chordiant

 Cirquent

 Epicor

 FrontRange

 IBM Global Business Services

 JI Group

 Microsoft

 Nolan Computers

 Onyx Software

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Management Briefings

 Market Overview & Analysis: Conspectus’ latest research | Part 2

 Expert Opinion: Rob Brickle of CRM consultancy Bsquared

 View from the Top: Castle Morpeth Borough and Alnwick District Councils | Part 2

 Part of the Problem: David Jacobs of Profit from Information | Part 2

 Location, Location: Louella Fernandes of Quocirca | Part 2

 Putting Customers in the Frame: Michael Collins | Part 2

 Customers: the Keys to Prosperity: Professor Tom Lambert of TripleIC | Part 2

 Mature but Mobile: Phil Branston of Bradgate | Part 2

 Improving Agility: Sheryl Kingstone of the Yankee Group | Part 2

 Contact Centres of the Future: Capgemini’s Michael Anderson | Part 2

Michael Anderson of Capgemini advises companies to move from contact to ‘customer experience’ centres.

Contact centres of the future - Part 1 | Part 2

Organisations tend to overestimate the satisfaction of their customers: many companies see their contact centres as successful – but customers tell a different story.

For example, the Genesys Global Consumer Survey 2007 found that 63% of customers are regularly frustrated by long hold times, 50% by interactive voice response (IVR) systems with too many or incorrect options, and 47% by having to repeat information already provided.

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Conspectus 2008

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