Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. It provides a timely and thorough analysis of the overall market and 7 innovative vendors who offer a broad range of solutions that address customer service, contact centers and other enterprise uses.
Our 14th annual edition, addresses revenue for fiscal 2016, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors.
Top Free Research
Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing.
First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact.
Since customers typically want a resolution as quickly as possible and enterprises want to reduce the number of contacts, FCR is also a great indicator of customer satisfaction, quality and contact center productivity.