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XL World, a multilingual outsourcing company, is recognized as the leader in the Eastern European market and the second one worldwide by Black Book Research, a division of Datamonitor. 26,000 outsourced services users have been interviewed by Black Book Research.

DMG Consulting, a provider of contact center and real-time analytics market research, released its 2010 Outbound Dialing Market Research Report. The 50-page report explores outbound market trends, projections, best practices, the competitive landscape and profiles the leading vendors.

Research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. However, the vast majority of complaints received were caused by problems outside the contact center.

Customer service is more important to consumers than product incentives. This is the result of a pan-European survey of customer service requirements of more than 4,000 European telecoms subscribers undertaken by YouGov and commissioned by eGain, a provider of multichannel customer service.

The varying levels of competition and market maturity among countries have livened up the diverse Latin American market for contact center outsourcing. According to a Frost & Sullivan study, while major markets such as Brazil, Mexico, Colombia, and Argentina are reaching maturity in terms of...

Call center talent management software provider Knowlagent announced findings from its 2010 benchmark study: The Post-Recession Call Center - The Focus, The Spend & The Case for Talent Management. The study focused on the impact of the last 18 months on call center performance and budgets and...

Customer satisfaction with the goods and services that Americans buy remains strong in the fourth quarter of 2009, according to the American Customer Satisfaction Index (ACSI). The index remains much higher than it was prior to the recession and also slightly higher than this time one year ago.

While smartphones are becoming increasingly complex, the majority of customer support calls pertain to basic issues that can be resolved remotely, requiring little or no technical support. This is the result of a survey conducted on behalf of Amdocs, a provider of customer experience systems.

While South Africa still falls short of the expectations as far as ticket sales go, research analysts from Frost & Sullivan believe that the country can still benefit from the event by showing its strengths in BPO: "South Africa is in a position to capitalize on its expertise within the call...

Frost & Sullivan has named Alcatel-Lucent its EMEA Inbound Contact Routing Systems Market Penetration Leader for 2009. The Frost & Sullivan Award for Market Leadership Penetration is presented each year to the company whose product innovation, marketing and sales strategies have enabled it to...