Latest Research

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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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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?

The work we do in contact centres is changing ?' moving away from repetitive phone calls, into providing unique multichannel experiences for customers. Technology has the potential to help us to improve collaboration internally to provide better service, and to ensure customers can get in touch with us more easily.

This research we conducted in association with Plantronics focuses specifically on:
* How collaborative working is being undertaken in organisations
* Trends for how this will progress in the coming years
* How remote teams effectively communicate
* The role for artificial intelligence (AI) to support customer service improvement

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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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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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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