The Center for Customer Driven Quality

Devoted to the study and understanding of the strategic value of customer satisfaction

Visit the Center's site at www.ccdq.com

 

 

 

The Center for Customer Driven Quality (CCDQ) is the only academic research and education organization for customer access and access channel management issues. Our partnership between our educational/research institution and the corporate world is what enables us to provide leading edge research and education to the ever-critical customer contact/service industry. Our many business partners utilize our data and research capabilities to assist them in making critical decisions for their customer support functions.

The Center was founded in 1989. The Center is dedicated to helping its business partners achieve the highest quality customer access whether it be for sales and product distribution or for supporting customer service and promoting customer loyalty. Our commitment is to provide issue-focused research and education to our corporate partners in the following areas:

· Access Channel Management – Providing education and research on the many issues related to managing and integrating the multiple customer access channels ( Voice, Electronic and Live ) offered by companies.
 

· Customer Relationship Strategy – Assisting our business partners in alignment of their investment in people, process and technology with a customer-focused strategy.
 

· People – Supporting our partners in building commitment from their customer contact people to "own" the "Total Customer Experience", and continually enhance each customer contact.
 

· Technology – Offering education and research on how technology can enhance each contact with the customer and how technology can enable the customer contact people to provide the best possible total experience

Any accomplishments of CCDQ has been the work of Jon Anton (Executive in Residence and Consultant), Mike Trotter (Executive in residence and Manager of Customer Care Purdue University), Richard Widdows (Dept Head- CSR) and Richard Feinberg (Director of the CCDQ since its inception) and a group of very dedicated graduate students. Our mission always has been and continues to be three-fold in pursuit of excellence:

· An Educational Focus - The Center determined that professional skills are necessary for managers and frontline personnel to deliver outstanding customer support. The Center promotes educational training by offering training courses at Purdue University or at company sites. The Center's goal is to assist companies in improving customer service and support effectively and efficiently. Undergraduate and graduate students are served by teaching a broad survey source in Customer Relationship Management (CSR 282), supporting undergraduate special problems research, supporting an internship experience for international students, graduate students training and research.
 

· A Research Focus – The Center will be focused on several areas of research. The Center initially began it's research by examining the call center industry. With the advent of the Internet and its resulting offer of an electronic channel that positions a company’s website as a sales and service access channel today the Center's research explores developing concepts such as e-commerce, access channel management, customer satisfaction, technology and lifetime value of customers to name a few.
 

· An Engagement Focus – CCDQ principles are regular speakers at national and international professional conferences, write in academic and professional journals and magazines, are available for telephone consultation and conduct and make available resources at Call Center Campus events. The Center’s website is a portal for the latest research and thinking about call centers and customer contact and is available for all people interested with a special member section. The Center has licensed its database for commercial purposes to Benchmarkportal.com a CA company. The University has an ownership and license fee stake in the company (PRF)

 

Major Accomplishments

Call Center Campus- For the past 10 years we have organized and conducted an industry wide event called Call Center Campus. In addition to providing the latest thinkers and scholars in the customer contact arena the event highlights the work that is being done at Purdue University. After conducting one event per year we have engaged in a three event per year schedule with the summer event at Purdue University. We estimate that over these 10 years the CCDQ has generated revenue of over $1.7 million about 25% going to Division of Conferences, another 20% to hotel and food operations at the University, and 20% going to the support of graduate and undergraduate students in the CCDQ and CSR.

More importantly the names of the companies attending Call Center Campus reads like a who’s who of American business:

· 3M

· IBM

· VISA INTERNATIONAL

· PRUDENTIAL INSURANCE

· THE MCGRAW-HILL COMPANIES

· STARBUCKS COFFEE COMPANY

· PITNEY BOWES

· WHIRLPOOL CORPORATION

· MEAD JOHNSON

· EMPIRE BLUE CROSS AND BLUE SHIELD

· DAYTON POWER AND LIGHT CO.

· SPS PAYMENT SYSTEMS

· GTE WIRELESS

· AUTOMATIC DATA PROCESSING, INC.

· COMPAQ COMPUTERS

· UNIVERSITY OF WISCONSIN-MADISON

· AAA CENTRAL-WEST JERSEY

· CHARLES SCHWAB AND COMPANY

· STATE OF WISCONSIN

· SCUDDER KEMPER INVESTMENTS

· AMERITECH

· OWENS-CORNING

· CITIZENS GAS AND COKE UTILITY

· BANK OF CANADA

· KAISER PERMANENTE

· PANASONIC

· US WEST WIRELESS

· SOUTHWEST AIRLINES

· COMCAST CABLE

· ROCHE DIAGNOSTICS/BOEHRINGER

· INDIANA GAS COMPANY

· DETROIT EDISON COMPANY

· AMERICAN EXPRESS

· BMG DIRECT MARKETING, INC.

· ST. VINCENT HOSPITAL

· CITY NATIONAL BANK

· MAY DEPARTMENT STORES

· CHICAGO TRIBUNE

· BF GOODRICH

· NATIONS BANK

· CILCO

· FIRST USA

· MINNESOTA PUBLIC RADIO

· UNITED STATES CENSUS BUREAU

· MARITZ TRAVEL COMPANY

· NORTHERN TELECOM

· LUCENT TECHNOLOGIES

· DAYTON HUDSON CREDIT SERVICES

· DAIMLER-CHRYSTLER

· 1-800 FLOWERS

· ALLSTATE

· AMERICAN HONDA MOTOR CO.

· BANK OF AMERICA

· BELL CANADA

· CITI FINANCIAL

· DELL COMPUTER CORPORATION

· ELI LILLY

· FIREMAN'S FUND INSURANCE CO.

· FLORIDA DEPARTMENT OF REVENUE

· MERCEDES-BENZ CREDIT

· MOTOROLA

· MICHIGAN NATIONAL BANK

· NIKON CORPORATION

· SEARS, ROEBUCK AND CO.

· SHARP ELECTRONICS CORPORATION

· STARWOOD HOTELS

 

The Purdue University Benchmark Database is the deepest and widest database available for research and practice information on the call/contact center industry. The data is licensed to Benchmarkportal.com through PRF with license fees and ownership positions. The data is available and used by CCDQ researchers and visitors for academic papers and professional presentations.

CCDQ solicits sponsor memberships. The annual sponsorship is used to support research and undergraduate/graduate student work. The following companies are current members:

SouthTrust Bank www.southtrust.com
Merial LTD www.merial.com
The Dow Chemical Company www.dow.com
Customer Relationship Metrics www.metrics.net
Anheuser-Busch, Inc. www.budweiser.com
Federated Investors www.federatedinvestors.com
Willow CSN, Inc. www.willowcsn.com
Xcel Energy www.xcelenergy.com
Sears, Roebuck and Company www.sears.com
Inovant www.inovant.com
Consumer Electronics Association www.ce.org
Target Financial Services www.target.com
Maytag www.maytag.com
DaimlerChrysler Service www.chrysler.com
Pitney Bowes www.pb.com
World Access www.worldaccess.com
Zeacom, Inc. www.zeacom.com
UnitedHealth Group www.unitedhealthgroup.com
Toyota Motor Sales USA www.toyota.com
Convergys Corporation www.convergys.com
Center Partners www.centerpartners.com
Amcom Software, Inc. www.amcomsoft.com
Genesys Telecommunications www.genesyslab.com
Bell South www.bellsouth.com
IEX www.iex.com
AIM Technology www.aimtechnology.com
Envision Telephony www.envisiontelephony.com
Avaya Inc. www.avaya.com
FTD Inc. www.ftd.com
Visibillity Inc. www.visibillity.com
Consolidated Market Response www.consolidated.com
Ingersoll-Rand Security and Safety Americas www.irsecurityandsafety.com
Farmers Insurance Group www.farmersinsurance.com
Principal Financial Group www.principal.com
Dictaphone Corporation www.dictaphone.com
AT&T www.att.com
Vital Processing Services www.vitalps.com

CCDQ engages in sponsored research projects. Over the past 10 years we have conducted projects for the following companies:

- Starbucks, GE, Okidata, TRW, Detroit Public Schools, Cummins, Allstate, ATS, Carrier, American Association of Insurance services, Braun, Boehringer Mannheim Biochemicals, OKI Data, NEC, Goldstar, US Postal Service Rate Commission, Indianapolis Children’s Museum, Olympic Financial,

 

CCDQ principals are available to media for comment on customer contact issues. Radio, TV, and magazine and newspaper contact (WSJ, NYT, Washington Post, USA Today, NRP, PRI, Chicago Tribune, Bloomberg, Investors Business Daily, CNBC, LA Times, US News and World Report, ABC, and media engagement is now in the thousands. For 8 years there was a Purdue University Page in one of the largest circulation professional Magazine- Customer Interaction Solutions.

Graduate students have leveraged what they have learned in their degree and research program at the CCDQ into business opportunities in the contact center industry (other graduate students have entered the academic community- Alfred University, University of Wisconsin- Greenbay, California State University LA, to name a few).

Jodie Monger – MS/PhD (Purdue)- CEO/President Customer Relationship Metrics

Charles Trappey – MS/PhD (Purdue)- CEO AVTEC (Taiwan-ROC)

Lori Westgate MS/PHD (Purdue) CEO- Westgate Associates

          Cherie Keen MS/PhD (Purdue)- VP- Customer Relationship  

                                                                    Metrics

          Jon Anton and CCDQ and the Purdue University Press had an agreement to publish a series of Call/Contact Center books. Other books have been published in the contact and call center focus area outside this agreement

-M Trotter. The Customer Call Center Outback: A frontline

supervisor’s map to success

-K. deRuyter, L Bennington, & R Feinberg – Cases in Call Center Management

- Anton, K de Ruyter, R. Feinberg, R Widdows Customer Relationship Management (Prentice Hall)

-J Anton- Call Center Management by the numbers

Listening to the Voice of the Customer

-R D’Ausilio Wake Up Your Call Center 3rd Edition

-J Anton has written and published about 15 other books partially based on

work he has completed at the CCDQ at Purdue

(www.benchmarkportal.com)