Contact Center and Back Office Research and Consulting Services
Executives & Managers
We collaborate with companies to develop strategies and leverage technology and operations to deliver outstanding customer experiences in contact centers and back offices.
Solution Providers
We help technology and solution providers develop, position and deliver groundbreaking products and services that yield real competitive advantage.
Investor Community
We deliver comprehensive market, company and product evaluations that help investment organizations select the right public and private companies to invest in.
Latest Research Reports
2017 Intelligent Virtual Agent Product and Market Report
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.
2017 Contact Center Workforce Optimization Market Share Report
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
Enterprise Uses of Speech Analytics (Whitepaper)
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.
FCR in an Omni-Channel World (whitepaper)
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.