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 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.
2017 Gamification Product and Market Report
Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. This results in more satisfied employees, reduced attrition, better teamwork, and as a result, a better, and cost-effective customer experience.
Top Free Research
FCR in an Omni-Channel World (whitepaper)
First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact.
Since customers typically want a resolution as quickly as possible and enterprises want to reduce the number of contacts, FCR is also a great indicator of customer satisfaction, quality and contact center productivity.
Using Interaction Analytics to Improve the Customer Journey (Whitepaper)
Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics.