Call Center Research
Empowering contact center excellence for 30 years!


2017 Research Reports

Workforce Management for Small and Midsize Contact Centers

Responding to real-time changes in workload/staff is the top scheduling challenge.

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Next-Generation Service: The Role of AI, LoT, and Automation in Contact Center Transformation

Within the next year, the percentage of organizations supporting IoT is expected to jump from 36% to 57%. Read this research report to learn more.

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The State of Workforce Management

The workforce management process sets the foundations for whether or not a contact center gets it right the first time and is critical to an organization's success.

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Previous Research Reports




Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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