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
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.
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)
Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.