35 Benchmarking services for business management purposes; business evaluations; performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; evaluating the comparative performance of call and contact centers customer satisfaction and ability to help retain customers for the organization and operating awards and certification programs recognizing quality assurance excellence in selected areas of call and contact center service and performance, including comparisons to other call and contact centers that have undergone similar quality assurance studies, conducting an analysis of communications with the customers of call and contact centers to assess quality assurance levels and providing reports on the results thereof including outcomes, data analysis and recommendations, determining the rate at which call and contact centers resolve customer inquiries on the first call, and providing reports on the results thereof including outcomes, data analysis and recommendations, call and contact center customer tracking studies for measuring quality assurance levels over predetermined amounts of time and providing reports based on the results thereof; performing evaluations and analysis based on data metrics for customer call resolution, customer satisfaction with a call center and its customer service representatives and customer retention following a call and providing reports on the results thereof including numerical rating evaluating the comparative performance of call and contact centers; performing automated quality assurance evaluations of the performance of call and contact centers and providing analyses, reports and recommendations based on the results thereof to rate the quality of and improving performance for customer experience and customer satisfaction; business advice, assistance and consultancy services relating to digital strategy in the context of customer relationship management; business management consulting services relating to customer relationship management; data processing services in the field of customer management; call and contact center quality benchmarking studies for the measurement of service quality performance and providing analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; call monitoring calibration studies to link call monitoring ratings to customer satisfaction survey ratings and providing reports on the study results with outcomes, data analysis and recommendations; conducting surveys among the customers and employees of call and contact centers to verify software-determined customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to verify software-determined rates at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; call and contact center customer and employee tracking studies for measuring customer and employee satisfaction levels over predetermined amounts of time and providing reports based on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; business marketing consulting services; market research services; conducting business, customer satisfaction, customer loyalty and market research surveys; business consulting and information services; business consulting services featuring customer agent analysis, metrics and feedback processes for comparing, rating the quality of and improving performance, customer experience and customer service; business consulting services in the field of customer and employee satisfaction and loyalty services; providing an incentive award program which rewards contact centers based on scores determined by analysing call recordings or transcripts of calls, emails or chat conversations between the customer agent and customer