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Industry Research

Previous Research Reports

Title

Sponsor

Workforce Management for Small and Midsize Contact Centers

Published November 21, 2017

Workforce Management for Small and Midsize Contact Centers

Published November 21, 2017

Next-Generation Service: The Role of AI, IoT, and Automation in Contact Center Transformation

Published August 15, 2017

The State of Workforce Management

Published May 22, 2017

Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience

Published May 25, 2016

Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center

Published September 27, 2015

Collapse of the Cost Center: Driving Contact Center Profitability

Published July 12, 2015

Agent Apathy: The Root Cause of Poor Customer Service

Published April 29, 2015

Own the Moments!: Understanding the Customer Journey

Published March 23, 2015

What's In Your WFO? Workforce Optimization for Today’s Contact Center

Published July 10, 2014

The Normalization of Social Customer Care

Published May 5, 2014

The Growing Need for Multilanguage Customer Support

Published February 23, 2014

Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center

Published December 19, 2013

A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

Published November 20, 2013

The Multichannel Agent

Published October 16, 2013

Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels

Published July 10, 2013

A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report

Published July 9, 2013

2012 Contact Center Agent Salary, Retention & Productivity Report

Published June 7, 2012

Call Center Short and Long-Term Goals and Investment Trends

Published June 27, 2012