Contact Center and Back Office Research and Consulting Services
Latest Research Reports
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.
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.
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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.
Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing.