International Customer Management Institute (ICMI(R)) Announces Landmark Study to Measure and Benchmark Contact Center Customer Satisfaction

    U.S. Companies of All Sizes Invited to Participate

    COLORADO SPRINGS, Colo., Feb. 18 /CNW/ -- Think Services' International
Customer Management Institute (ICMI(R)) ( announced its
latest research project today -- the ICMI 2009 Customer Satisfaction
Benchmarking Study. This three-month study will measure and compare customer
satisfaction ratings regarding services they received through customer contact
    Companies with any number of customer care agents are encouraged to
participate. While keeping all participants anonymous, the study will measure
and compare customer satisfaction ratings based on industries, organization
sizes, customer bases, and more.
    As an independent third-party, ICMI will utilize its Customer
Satisfaction Index Service to contact customers once a participating contact
center closes a customer case. Surveyed customers will rate their contact
center experience on a 5-point satisfaction scale for five standardized
questions. The questions address: the courtesy of the agent; the knowledge of
agent; the speed of the service provided; the quality of the service provided;
and the overall service experience. An open-ended field will also be provided
for customers to make additional comments.
    Participating contact centers receive the benefits of the Customer
Satisfaction Index Service such as customized weekly reports that measure
customer satisfaction ratings against their goals, as well as alert
notifications if a survey response falls below desired standards, and more.
The ICMI service also allows companies to pinpoint agents that perform above
or below set goals and compare against others in the industry.
    Participation in the study is free, and will occur April 1 - June 30,
2009. The registration deadline is March 13, 2009. Companies can request
additional information about the study or register to participate at or call 1.800.672.6177. ICMI plans to report the study
results in August, 2009 at which time all participants will receive a copy of
the results.
    Media and analysts may contact from Tara Gibb, ICMI Vice President of
Marketing at (415) 845-1019 or for additional information.

    About ICMI

    The International Customer Management Institute (ICMI) is the leading
global provider of comprehensive resources for customer management
professionals -- from frontline agents to executives -- who wish to improve
customer experiences and increase efficiencies at every level of the contact
center. ICMI's experienced and dedicated team of industry insiders, analysts,
and consultants are committed to providing uncompromised objectivity and
results-oriented vision through the organization's respected lineup of
professional services including: consulting, training and certification,
events, professional membership, and management resources. Learn more at

    About Think Services, a division of United Business Media

    Think Services connects specialized communities worldwide using
educational events, consulting, training, certification, membership, and
innovative media. Providing comprehensive opportunities for people to learn
from, network with, and inspire each other, Think Services builds strong
brands and works within communities to foster a unique affinity with its
products and services. The division's flagship products include the Game
Developers Conference, the Webby Award-winning, Game Developer
magazine, the International Customer Management Institute (ICMI), and HDI.
Think Services is a subsidiary of United Business Media, a global media and
marketing services company with a market capitalization of more than $1.6
billion. To learn more, visit

For further information:

For further information: Tara Gibb, ICMI Vice President of Marketing,
+1-415-845-1019,, Web Site:,,,

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