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Call Center Magazine & ICMI.com write about the products and services which call center and help desk managers buy, such as Digital Announcement Systems, Internet Call Center Products, Telemarketing Software, Headsets, Predictive Dialers, Call Recording/Monitoring Equipment Services and Call Accounting Software.
The call center, a central point of customer contact has become the lifeblood for many organizations. Increased customer demand, driven by the e-commerce revolution, has transformed the role of the traditional call center. Businesses recognize the technologically advanced call center as an opportunity to increase customer value. This places unprecedented demand for product information on the customer care executive.
Subscribers to Call Center Magazine & ICMI.com are Call Center/Corporate Managers and IT professionals responsible for the call center providing customer support, technical support and customer care from companies in the United States and Canada.
JOB TITLE:
Corporate/Call Center Mgmt = 34,046
CEO/President/Chairman/Owner = 6,367
Exec VP/VP/Director/GM = 7,443
CFO/Controller = 521
Telemarketing/Sales = 985
Credit/Collections Mgmt = 421
Customer Service Mgmt = 6,025
Technical Support/Help Desk = 3,566
Training Mgmt = 922
Other Support Mgmt = 2,671
Other Sales/Marketing Mgmt = 2,167
Other Corp/Call Center Mgmt = 2,958
IS/IT Management = 11,266
CIO/VP/Director/Chief of IS = 2,466
Telecom/Data Comm/Network Mgmt = 2,462
IP Telephony/Internet Mgmt = 728
Systems/Software Dev Mgmt = 1,226
Sys Analysis/Sys Integration = 1,985
Other IS/IT Mgmt = 2,399
Other = 6,195
Consultant = 3,847
VAR/VAD/System Integration = 602
Training/Education = 1,746
BUSINESS:
Advertising/Marketing/Publishing = 3,049
Computer/Telecom Manufacturing/Software Publisher = 3,528
Computer/Telecom VAR/VAD/Systems Integrator = 3,194
Telecommunications Services = 5,595
Manufacturing (non-computer) = 2,627
Finance/Banking/Insurance = 8,168
Government & Military = 2,995
Utilities = 1,213
Healthcare/Medical = 4,061
Wholesaling/Distribution = 1,610
Retailing (catalog-based) = 993
Retailing (all other) = 2,149
Transportation/Aviation/Aerospace = 1,107
Teleservices Bureau/Outsourcing = 1,392
Consulting/Training = 4,940
Other Business/Services = 3,774
Travel/Hospitality = 1,158
Other = 1,709
NUMBER OF CALL CENTES IN ORGANIZATION:
5 or More Call Centers = 15,818
4 Call Centers = 3,664
3 Call Centers = 5,832
2 Call Centers = 8,059
1 Call Centers = 18,632
NUMBER OF WORKSTATIONS IN CALL CENTER:
More than 500 Workstations = 10,686
250-499 Workstations = 5,301
100-249 Workstations = 7,134
50-99 Workstations = 6,553
25-49 Workstations = 7,028
Less than 25 Workstations = 15,597
NUMBER OF EMPLOYEES:
More than 50,000 employees = 4,986
10,000-49,999 employees = 5,907
5,000-9,999 employees = 4,159
1,000-4,999 employees = 8,060
500-999 employees = 5,133
100-499 employees = 9,488
10-99 employees = 8,603
Less than 10 employees = 5,335
VALUE OF PRODUCTS RECOMMENDED/APPROVED:
More than $5 Million = 3,815
$1 Million to $4,999,999 = 5,756
$500,000-$999,999 = 4,719
$100,000-$499,999 = 9,246
$10,000-$99,999 = 11,079
Less than $10,000 = 14,268
PRODUCTS SPECIFIED/RECOMMENDED/APPROVED:
Helpdesk Solutions = 19,702
Performance Management = 19,885
Knowledge Management = 20,333
Incentives & Premiums = 12,625
Call Routing Systems = 20,820
Hosted/'On-Demand' Call Center Systems = 8,924
CRM/Analytics = 15,681
Outsourcing/Teleservices = 12,430
Site Selection Services = 8,034
Customer Support/Helpdesk = 20,832
Outbound Mgmt/Telemarketing Software = 10,254
Voice Response Systems = 15,840
Call Accounting/Toll Fraud Software = 9,119
ACD/PBX = 14,100
Workforce Mgmt Software = 15,402
Electronic Displays = 12,614
Monitoring Systems = 19,150
Training/Consulting & Services/Consulting = 17,131
Call Center Design & Ergonomics = 14,476
Power Protection/Disaster Recovery = 12,131
Headsets = 22,183
Long Distance/Carrier Services = 11,731
VOIP = 14,349
Other = 1,729
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