Research

Datamonitor is Europe's leading provider of market analysis reports for the call centre and CTI sector. From web-enabled call centres through CRM, Datamonitor has country-specific and vertical market information to help solution providers better understand and target their marketing audience.

Gartner Group - Provides you with cutting-edge advice and targeted insights to support competitive decision making across the IT spectrum. Our unparalleled expertise supports you with research, analysis, consulting, measurement, decision evaluation, and product and call center vendor selection.

Call Center Metrics: Key Performance Indicators (KPIs) ICMI - Managing by the numbers is critical to call center success. Although most technology produces reams of quantitative reports, there is a relatively small subset of data that managers should rely upon: call center Key Performance Indicators (KPIs). This ICMI Tutorial covers all key aspects of Performance Indicators (KPIs) -basics and beyond, making it an invaluable resource for both new and experienced call center professionals. Learn what numbers to focus on, what they mean and how to use them to improve your call center's performance.

Jupiter Communications is a leading provider of marketing research reports on Internet e-commerce. Jupiter's research, which is solely focused on Internet commerce, provides clients with comprehensive views of industry trends, forecasts and best practices. The company's research services are provided primarily through its continuous subscription product, Strategic Planning Services (SPS).

Aberdeen Group computer and communications marketing research and consulting organization.

Call Center Network Group - serves management professionals, providing programs and services that facilitate the exchange of ideas, experience and solutions to meet the challenge of managing the call center environment. CCNG also establishes unique opportunities for career advancement and networking.

Resource Center for Customer Service Professionals - With their "We've Got It All" guarantee, the Resource Center continues to grow as a market force in the customer service information industry. The Resource Center carries the best of the best: books, research reports, surveys, self-study training in all forms, association memberships, and training seminars produced by the industry's finest associations, consulting firms, and publishers.

The Yankee Group a subsidiary of Primark Corporation, is recognized as a global leader in IT research and advisory services, focusing on the areas of strategic planning assistance, technology forecasting, and IT industry analysis.