Banking Executives Benchmark Contact Center Efficiency and Effectiveness.

CHAPEL HILL, N.C. -- Customer service and contact center vice presidents and directors at a number of the country's top banks will share the most up-to-date benchmarks for customer service delivery, revenue generation and operational efficiency through in-depth survey research on Delivering Superior Customer and Business Value through Contact Centers. E[acute accent]Benchmark your contact center operations against the industry best. Contact Kristen Smithwick at 1-888-331-5766 or [e-mail] before June 28, 2004 to participate in Delivering Superior Customer and Business Value through Contact Centers and to learn how top banking, insurance and other financial services companies deliver superior customer and business value through contact centers. Top contact center management issues surveyed include:

E[acute accent]--Aligning strategy and structure

E[acute accent]--Enhancing customer satisfaction and loyalty

E[acute accent]--Driving sales and profit growth

E[acute accent]--Improving financial and operational efficiency

E[acute accent]--Measuring and managing total performance

E[acute accent]--Emerging trends and key lessons learned

E[acute accent]Sample survey questions include:

E[acute accent]--What is the total number of FTEs and seats within all your contact center sites?

E[acute accent]--What critical customer satisfaction and loyalty measures does your contact center track?

E[acute accent]--Which metrics do you use to manage the performance of reps (sales and blended) and contact centers that are responsible for cross-selling and upselling?

E[acute accent]--What are the top three key performance indicators (KPIs) that drive your contact center operations and that you report to senior management?

E[acute accent]--What approaches do you use to address the opportunities and risks of outsourcing?

E[acute accent]--What are the three most significant trends over the next three years that represent risks or opportunities for your contact centers?

E[acute accent]--What approaches are you considering acting upon to accommodate shifting labor conditions?

E[acute accent]Contact Kristen Smithwick at 1-888-331-5766 or [e-mail] for a copy of the survey and to learn how you can participate in the research. E[acute accent]The Financial Services Forum is a research and networking service that drives direct benchmarking among executives from the world's top financial institutions. Members benchmark contact center strategies, processes, metrics, and other issues of critical importance within the guidelines for necessary regulatory oversight, including:

E[acute accent]--Contact center service delivery models, structures and performance

E[acute accent]--Aligning service organizational models with growth strategies

E[acute accent]--Managing contact center staffing, volume and span of control

E[acute accent]--Capturing, measuring and improving customer satisfaction and loyalty

E[acute accent]--Cross-selling and upselling in the service environment

E[acute accent]ABOUT BEST PRACTICES, LLC AND FINANCIAL SERVICES FORUM

E[acute accent]Best Practices, LLC is a research firm that studies the best business practices, operating tactics and winning strategies of world-class organizations. The Financial Services Forum is a membership service of Best Practices, LLC that provides a focused research environment for customer service executives in financial services industries. Members benchmark the most up-to-date best practices and metrics that top financial institutions use to improve contact center efficiency and effectiveness to drive customer loyalty and business growth. Download details on the Financial Services Forum at http://www3.best-in-class.com/gr51.htm .