Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation.
Enterprises need WFO functionality more than ever, and the vendors who are responding with innovations, including new architectures and intelligent automation will be best positioned to adapt to changing market needs.
Top Free Research
Having the right KPIs is necessary for managing a contact center, regardless of its size. However, the KPIs that are needed are not tied to the size or complexity of the contact center, but instead to its underlying purpose: customer service, sales or collections.
As companies grow, they need contact center solutions and applications that enable them to deliver an outstanding, cost-effective customer experience.