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
2018 Contact Center Workforce Optimization Market Share Report
The 2018 Contact Center Workforce Optimization Market Share Report, our 15th annual edition, addresses revenue for fiscal 2017, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. It provides the most in-depth, accurate coverage of the WFO competitive landscape, addressing the vendors, solutions and 5-year trends for this mature and evolving sector.
2018 Knowledge Management Product and Market Report
The KM market has come alive in 2018, driven by growing interest in artificial intelligence. The growing interest in KM is attracting new vendors and driving a major round of investment in some of the existing solutions.
Top Free Research
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
The digital transformation is driving companies to reimagine their front- and back-office servicing strategies and operations. Companies need solutions that make it easy for their customers to conduct business and that deliver a personalized and outstanding experience, cost effectively.
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
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.