About the center

The Center

The Center for Customer Driven Quality (CCDQ) is internationally recognized as the premier research and education organization for behavior in 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.

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.
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.
A Service Focus – The Center provides companies with services that are typically expensive and time consuming to do in-house. The Center's staff and students offer an excellent source of knowledge and energy to complete such tasks. Past projects are highlighted on the Project List section of this web site.

For more information on any of the services offered above, please contact the Center Director, Dr. Richard Feinberg at xdj1@purdue.edu or email the Center staff directly at ccdq@cfs.purdue.edu.