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
2018-2019 Workforce Management Product and Market Report
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.
2017-2018 Workforce Optimization Product and Market Report
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
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.
Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)
As companies grow, they need contact center solutions and applications that enable them to deliver an outstanding, cost-effective customer experience.