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.

What Is Your Customer-Centric DNA?

Truly customer-centric organizations are driven by strong leaders who desire positive change. They have a clear vision for a better future, even if there are potential unknowns along the way.

Strategy Vision - Mission - Values Customer Experience Research


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

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

Strategy Industry Research Research COVID-19 Remote Work Strategy


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19 Customer Retention Remote Work Strategy


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

As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.

Strategy Industry Research Research


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

Companies that did not measure the impact of the VoC were much more likely not to have improvements in satisfaction year-over-year, and several actually reported significant declines.

Strategy Customer Experience Research


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

As centers pursue bots, RPA, and a variety of AI-enabled capabilities, it is imperative that we consider the people and process changes that go hand-in-hand with these powerful tools.

Strategy Industry Research Research


Contact Center Challenges & Priorities for 2019

We have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing.

Strategy Industry Research Research


2018 Contact Center Technology Survey Reveals Critical Needs

Integrating disparate applications into a coherent contact center technology architecture remains the number one challenge.

Strategy Industry Research Research


Contact Center Challenges & Priorities for 2018

Perhaps now we’re moving into an era where the technology can help achieve “genetic engineering” to change some of those fundamental challenges, or provide better ways to tackle them.

Strategy Industry Research Research


What the Frontline Supervisor Survey Says

More than half of the supervisors out there in our contact centers have been provided a trace amount or no leadership training. If any data point screamed “Fix Me!!” in this survey, this is it.

People Development Research


Workforce Optimization Survey: Time for the Next Level

It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.

Strategy Industry Research Technology Workforce Optimization Research


The Five Pillars of Customer Centricity

Customer-centric leaders know the customer experience brings a brand vision to life. They work hard to unite the organization to a shared vision of the ideal experience. They also ensure everyone...

Strategy Customer Experience Industry Research Research


Customer Engagement: The Next Level Issue

Highly engaged customers are more likely to exhibit brand-focused behaviors that go beyond business as usual.

Strategy Customer Experience Industry Research Strategic management Research


Contact Center Challenges & Priorities for 2017

Attrition was again the No. 1 challenge. It’s an age-old problem that plays a major role in saturated markets with ample opportunities to go elsewhere, whether for a little pay bump, less...

Strategy Industry Research Strategic management Research



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