Research

Our contact center survey results give insight into contact center trends across a variety of tightly-focused subjects relevant to everyday contact center operations. The research analysis is independent and instantly applicable to your business challenges.

Work from Home Survey Results

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs. Research Member Exclusive

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone! Research

What Is Your Customer-Centric DNA?

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity. Research

Contact Center Challenges and Priorities for 2021: A Year Like No Other

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward. Research

Surveys Highlight Contact Center Opportunities

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here. Research

Contact Center Challenges & Priorities for 2020: The Year of the Agent

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience. Research

Special Report: Factors Leading to an Impactful Voice of the Customer Process

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey. Research

The Future of the Contact Center: Optimism with a Dose of Caution

The Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations for timing and the bottom line. Research

Contact Center Challenges & Priorities for 2019

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current management challenges and the priorities contact centers plan to pursue this year. The only thing certain is change. Research

2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs Features/functions, obsolescence and reliability drive investment. Research

Contact Center Challenges & Priorities for 2018

Contact Center Challenges & Priorities for 2018 The survey results are out! Let 2018 be the year to raise the contact center’s profile! Research

What the Frontline Supervisor Survey Says

What the Frontline Supervisor Survey Says Answers to your most frequently asked questions about how the supervisor role is structured in other centers. Research

Workforce Optimization Survey: Time for the Next Level

Workforce Optimization Survey: Time for the Next Level Survey findings reveal contact centers often fall short in using technology effectively and driving value. Research

The Five Pillars of Customer Centricity

The Five Pillars of Customer Centricity Highlights from the 2016 North American Study on Customer Centricity Research

Customer Engagement: The Next Level Issue

Customer Engagement: The Next Level Issue Study findings reveal impact of customer engagement on business success. Research

Contact Center Challenges & Priorities for 2017

Contact Center Challenges & Priorities for 2017 Recent survey findings reveal the latest challenges and priorities facing contact centers in 2017. Research

2016 Agent Performance Survey Final Report

2016 Agent Performance Survey Final Report Research

Quality Assurance, Part 1

Quality Assurance, Part 1 Empower your decision support system with actionable insights. Research

2016 Contact Center Work Environment Survey

2016 Contact Center Work Environment Survey Survey findings on the “little things” that impact agent job satisfaction. Research

Contact Center Challenges and Priorities

Contact Center Challenges and Priorities Survey findings reveal the biggest challenges today and top priorities for 2016. Research