Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The future of speech analytics is positive. Adoption remains strong, and there is still a significant unpenetrated market for the stand-alone solutions. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.
After 15 years of continuous growth, the WFO market is contracting. Enterprise requirements have changed, and many WFO vendors who have not kept up with their clients’ needs are feeling the impact, which is fueling a wave of market consolidation. The digital transformation is underway, and cloud computing is the technology of the future.
Top Free Research
Contact centers are highly complex operating environments with a lot of moving parts and activities. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees. Supervisors and agents need metrics so they know how they are performing their jobs and what they need to improve.
Great agents are not born that way; they are developed by companies who invest in their success and support them along their journey. While it’s true that outstanding representatives start with excellent interpersonal skills, strong customer service and/or sales acumen, a comfort level in using systems and applications, and the ability to multi-task, this is just a small portion of what makes them great.