Industry Research

Workforce Management for Small and Midsize Contact Centers

Published November 21, 2017

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

Published August 15, 2017

The State of Workforce Management

Published May 22, 2017

Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience

Published May 26, 2016

Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center

Published September 28, 2015

Collapse of the Cost Center: Driving Contact Center Profitability

Published July 13, 2015

Agent Apathy: The Root Cause of Poor Customer Service

Published April 30, 2015

Own the Moments! Understanding the Customer Journey

Published March 24, 2015

What's In Your WFO? Workforce Optimization for Today’s Contact Center

Published July 11, 2014

The Normalization of Social Customer Care

Published May 6, 2014

The Growing Need for Multilanguage Customer Support 2014 Research Report & Best Practices Guide

Published February 24, 2014

Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center

Published December 20, 2013

A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

Published November 21, 2013

The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide

Published October 17, 2013

Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide

Published July 11, 2013

A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report

Published July 10, 2013

2012 Contact Center Agent Salary, Retention & Productivity Report

Published June 8, 2012

2012 Call Center Short and Long-Term Goals and Investment Trends Report

Published June 28, 2012