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
2017-2018 Speech Analytics Product and Market Report
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.
2017 Workforce Optimization Mid-Year Market Share Report
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
KPI Guide for Omni-Channel Contact Centers (Whitepaper)
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.
The Making of Great Agents (Whitepaper)
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.