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
The purpose of this white paper is to debunk the myth that IT resources are not necessary to assist with and participate in the selection and ongoing management and administration of a cloud-based contact center infrastructure solution.
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.