Research

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Vision 2025

Research

Vision 2025

by: Donna Fluss

Key Contact Center Business Goals

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Predictions for the U.S. Contact Center Industry in 2025

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Predictions for the U.S. Contact Center Industry in 2025
by: Steve Morrell
Research findings provide a look ahead.

What Do U.S. Customers Really Want From a Contact Center Interaction?

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What Do U.S. Customers Really Want From a Contact Center Interaction?
by: Steve Morrell
Research findings impacting great customer experiences.

Can Contact Centers Mitigate Fraud Risks?

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Can Contact Centers Mitigate Fraud Risks?
by: Brendan Read
Fraud is rampant, but steps can be taken to thwart threats.

Work from Home Survey Results

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Work from Home Survey Results
by: Michele Rowan
Monitoring the Current Trends of Remote Work Programs.

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

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

What Is Your Customer-Centric DNA?

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What Is Your Customer-Centric DNA?
by: Janet LeBlanc
Key findings from the 2020 North American Study on Customer Centricity.

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

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

Surveys Highlight Contact Center Opportunities

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

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

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

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

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

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

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

Contact Center Challenges & Priorities for 2019

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Contact Center Challenges & Priorities for 2019
by: Lori Bocklund
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.

2018 Contact Center Technology Survey Reveals Critical Needs

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2018 Contact Center Technology Survey Reveals Critical Needs
by: Lori Bocklund
Features/functions, obsolescence and reliability drive investment.

Contact Center Challenges & Priorities for 2018

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

What the Frontline Supervisor Survey Says

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

Workforce Optimization Survey: Time for the Next Level

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

The Five Pillars of Customer Centricity

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The Five Pillars of Customer Centricity
by: Janet LeBlanc
Highlights from the 2016 North American Study on Customer Centricity

Customer Engagement: The Next Level Issue

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

Contact Center Challenges & Priorities for 2017

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

2016 Agent Performance Survey Final Report

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2016 Agent Performance Survey Final Report
by: Susan Hash

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Contact Center Challenges & Priorities for 2017

Contact Center Challenges & Priorities for 2017

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Workforce Optimization Survey: Time for the Next Level

Workforce Optimization Survey: Time for the Next Level

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Customer Engagement: The Next Level Issue

Customer Engagement: The Next Level Issue

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2016 Agent Performance Survey Final Report

2016 Agent Performance Survey Final Report

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Quality Assurance, Part 1

Quality Assurance, Part 1