BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE

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1 BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE Fifth Quadrant has launched a new market research subscription for the Customer Experience and Contact Centre industries. Combining the latest data from consumers and businesses, with infographics and expert commentary, these reports help you: Monitor market trends as they develop Compare your company s performance to industry and competitor performance Make effective strategic and operational decisions Improve customer experience outcomes for your organisation Reports are published on a monthly and quarterly basis. The data in the Customer Experience and Contact Centre reports are derived from both consumer and industry primary research conducted directly by Fifth Quadrant, across multiple countries including Australia, New Zealand, Asia and North America and analysed by Fifth Quadrant Data Scientists.

2 Customer Experience Market Reports 1. Emerging Customer Channel Report: Social Media, Web Chat and Smartphone Apps This report explores the evolution of Social Media, Web Chat and Smartphone Apps as customer service channels. The report presents: Current consumer usage and attitudinal trends regarding these three emerging channels Current and future implementation plans of Social Media, Web Chat and Smartphone Apps for customer service enquiries among organisations 2. Customer Experience Self-Service Report This report sets out the results of a research study amongst Australian consumers and organisations and explores the growth in the use of self-service channels for customer interactions. The report presents: Current consumer usage and attitudinal trends regarding self-service channels Organisations current and future implementation plans for self- service contact channels for customer service 3. Customer Experience Strategy Report This report sets out the findings of a research programme that investigated the link between organisations with a more advanced customer experience strategy and higher levels of business performance. The report presents: An assessment of the characteristics of organisations with Customer-centric business models A Customer Experience strategy model and roadmap to help organisations navigate their way through the process of developing an enterprise-wide strategy Provides in depth 4. Data Analytics & Big Data for Customer Experience Design Report This report sets out the key practices of Australian organisations that will help inform how Data Analytics and Big Data can be effectively leveraged for improving customer experience outcomes. Specifically this report includes: Key business benefits derived from Big Data The analytical tools, methodologies for analysing Big Data The areas of the business that use Big Data The challenges posed by Big Data How organisations resource their Big Data requirements The future Big Data strategies and initiatives including technology, resourcing and organisational models 5. Knowledge Management for Customer Experience Report This report examines the business of Knowledge management (KM) and the significant challenges for organisations as they seek to collate, manage and synthesise vast amounts of information and provide access to pertinent information in an effective manner. This report includes: The identification drivers for KM strategy The perceived business value of KM The current status of existing/proposed KM strategies The importance of KM relative to other initiatives

3 6. Future Workplace Report Flexible Working and Internal Collaboration Report This report examines the growth of social and mobile connectivity and how they are impacting the way the customer experience and service operations are resourced and managed. This contents of this report include: The growing importance of organisational collaboration tools The challenges organisations experience in managing the new, mobile and social enabled workforce The prevalence of Bring Your Own Device (BYOD) technology models with customer service operations The current and forecast implementation of remote and virtual agent operating models 7. Customer Co-creation for Customer Experience Design Report This report provides an assessment of co-creation as a tool and process and how it is currently being used by organisations to design and enhance customer experiences. Specifically this report covers: Definitions and techniques for Customer Co-creation The role of Customer Co-creation within organisations and customer experience design Challenges experienced whilst utilising Customer Co-creation The attitude and behaviours of consumers with regard to co-creation initiatives from organisations Contact Centre Benchmark Reports 1. Contact Centre Technology Report This report is an essential reference for all those involved in the procurement, sales, management and use of IT systems in a contact centre environment. This report contains extensive data and information on the use of technology in contact centres, branch and back office operations. The contents of this report includes: Current technology implementation Planned technology investment Technology strategy CPE, Hosted and Cloud implementation 2. Contact Centre Human Resources Report This report presents the key Human Resource Management trends and challenges are in the contact centre industry. The specific areas covered in this report are: Human Resource Management Strategies Human Resources Management Challenges Contact Centre Resourcing Profile Base Salaries Remuneration and Agent Retention Additional Packages and Benefits Training and Career Development Staff Retention and Attrition Teleworking

4 3. Contact Centre Strategy Report This report explores the many challenges facing the contact centre industry and the strategic initiatives planned to overcome them. It provides an assessment of overall contact centre strategies as well as specific strategies relating to Human Resources, Technology, Customer Experience and Performance Management. Key topics covered include: Overall Strategic Objectives and Future Trends Customer Experience Strategy Complaints Handling Strategy Revenue Generation Strategy Human Resources Strategy Key Performance Indicators Strategy Technology Strategy Outsourcing Business Continuity and Disaster Recovery 4. Contact Centre Industry Profile Report This report profiles the contact centre industry in Australia and New Zealand. Key topics covered in this report include industry size, outsourcing initiatives and contact centre operating budgets amongst others. Specific contents of this report include: Market Size Contact Volumes Primary Work Activities Inbound and Outbound Centres Operating Hours Finance and Budgets Contact Handling 5. Contact Centre Key Performance Metrics Report This report examines revenue generation activities across multiple channels and explores the key revenue generation challenges the industry will face. In addition, this report reviews how organisations measure contact centre performance including Quality Assurance and Key Performance Indicators used. The contents of this report include: Key Performance Indicators Performance Management Challenges and Strategies Rewards and Recognition Strategies Customer Experience Challenges Measuring Customer Experience Customer Experience Performance Benchmarks Customer Experience Budget Strategies for Improving Customer Experience Complaint Handling Revenue Generation 6. Workforce Management Report This report contains extensive data and information about strategies, policies, processes, KPIs and technologies in the context of Workforce Management. Specifically this report covers: Roles and Responsibilities Human Resources Workforce Management Training Organisational Relationships Technology Forecasting Scheduling Intra-Day Management Key Performance Indicators Benefits of Workforce Management Workforce Management Challenges

5 7. Quality Assurance Market Report The report contains data and information on strategies, policies, processes, KPIs and technologies related to Quality Assurance (QA) covering contact centres, branch and back office operations. This report covers: QA Program objectives Benefits of QA Organisational structure and responsibilities QA team training QA technology elearning QA processes Pricing Information Customer Experience and Contact Centre Benchmark Reports 14 reports per year Price $6,000 Customer Experience Market Reports Only 7 reports per year Price $3,000 Fifth Quadrant Pty Limited Northpoint, Level 11, 100 Miller Street, North Sydney, NSW 2060, Australia Tel: Copyright 2013 Fifth Quadrant Pty Limited Contact Centre Benchmark Reports Only 7 reports per year Price $3,000

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