Free Call Center Industry Study Available on CommWebFindings Show That Organizations With Call Centers Provide More Effective Support of E-Commerce ActivitiesPRNewswire CMP Media, Inc. (CMP), the leading high-tech media company that provides essential information and services to the entire technology marketplace, today announced the availability of the 2000 Call Center Industry Study on CommWeb™ (http://www.commweb.com/), the only site dedicated exclusively to converging communications products and services, and the professionals who build, buy, and sell them. Conducted by Advantage Business Research, Inc. on behalf of CMP, the extensive 70-page study examines the similarities and differences between companies that maintain call centers and those that do not, focusing on the ways in which they handle, track, and integrate customer relations management (CRM) and eCRM functions. The study may be viewed and/or downloaded free of charge from the CommWeb site. "With the tremendous growth of customer Web interactions, companies are faced with the challenge of processing inquiries, requests, and orders with greater speed and accuracy, whether performed manually or through an automated call center," said Steve Schneiderman, executive vice president of CMP Media. "This study gives CommWeb readers new insights into the capabilities of these companies and the relative success of their e-commerce and CRM activities." Findings The study shows that companies with call center operations enjoy greater success in their ability to support e-commerce though e-mail and Internet telephony. In contrast, organizations without call centers lag far behind their counterparts in their ability to track the time spent by agents handling these kinds of inquiries. It was determined that companies with at least one call center offered more account tracking and e-commerce services. For example, more than 41% of their Web sites allowed visitors to make online purchases -- twice that of sites belonging to organizations without a call center. While only 43% of respondents from organizations without a call center report that they have dedicated individuals to focus on Web and e-mail inquiries, more than 53% of their call center counterparts report having individuals dedicated to handling these critical functions. About CommWeb CommWeb's main focus is on buyers and industry professionals who seek solutions to the challenges of integrating voice and data, and who are responsible for solving the problem of telecom, datacom, and Internet convergence. CommWeb offers a unique combination of content, community, and commerce, such as news and editorial from several leading CMP magazine Web sites, case studies, tutorials, employment opportunities, interactive forums, threaded messaging, quick polling, and real-time chat. About CMP Media CMP Media Inc. (http://www.cmpnet.com/) is a leading high-tech media company providing essential information and marketing services to the entire technology spectrum-the builders, sellers and users of technology worldwide. Capitalizing on its editorial strength, CMP is uniquely positioned to offer marketers comprehensive, integrated media solutions tailored to meet their individual needs. Its diverse products and services include newspapers, magazines, Internet products, research, direct marketing services, education and training, trade shows and conferences, custom publishing, testing and consulting. To view the 2000 Call Center Industry Study, go to http://www.commweb.com, or contact Ron Puchir at 415-905-2187 or rpuchir@cmp.com. SOURCE: CMP Media, Inc. Contact: Ron Puchir of CMP Media, Inc., 415-905-2187, or Website: http://www.cmpnet.com/ Website: http://www.commweb.com/ Company News On-Call: http://www.prnewswire.com/comp/181993.html or fax, |