Latest Research

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Digital Technology: Enabling organisations to improve customer experience


This latest research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience.

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Organisations that embrace digital technology have the opportunity to innovate and steer their customer service strategy for the future.

This latest research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include:

* The potential barriers preventing organisations from being more digitally enabled
* The current status of digital technology plans
* The importance of digital technologies to support improved customer experience
* The wider impact on the organisation of becoming more digital

Collaborative Working: Harnessing technology to improve collective agent activity

Technology has radically changed the way our customers communicate with us and their service expectations continue to increase. How are businesses using technology to communicate internally, and with customers, to keep up?
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Becoming digital - Are you ready?

Download this research to find out how digitisation of customer experiences can bring wide-ranging benefits to organisations.
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Current Trends in Business Process Outsourcing

For this research, conducted in association with Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda.
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CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
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Future Contact Centre Customer

What are the top customer service strategies to service the contact centre customer of the future?
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