Contact Center

In 2021, fully one-third of organizations will have to face the fact that they must completely abandon existing contact center technology as it cannot be retrofitted with the digital technologies required to meet customer expectations in digital self-service and conversational computing.

Mark Smith

CEO and Chief Research Officer

Creating a better experience

Our expertise comes from our research that is not found anywhere else in the industry. It can help you make Contact Center impactful to your organization. Consider these insights as you look to assess and improve your Contact Center efforts.

Definition

Contact centers handle customer interactions across every channel of engagement to deliver a satisfactory conclusion to any interaction, meet their needs for and ensure the best possible experience.

Research Fact

70% of respondents said their company competes based on the customer experience

Best Practice

To improve customer service, adopt metrics that shift the focus from operations to customers

Our guidance on Contact Center provides advice on how to embrace technology effectively. If you are ready to learn more on how we can help your efforts in Contact Center, check out our research below or reach out to us directly, and get started on your journey to excellence.

See our Latest Research

Research Perspective

Making the Voice of the Customer Work

New opportunities to optimize the quality of the customer experience requires organizations to examine customer processes and methods of interaction. Effective technology can help organizations capture, process and use customers’ sentiment and communications.

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Research Perspective

Putting Customer Conversations to Work

Customer conversations are a valuable source of information with which to enhance customer engagement. Speech analytics is the key to unlocking the value in these conversations. When conversations are deconstructed using speech analytics they provide valuable information that can be used to improve customer engagement. Applying artificial intelligence and machine learning to this information can provide a competitive advantage and increase profitability.

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Value Index

Contact Center in the Cloud

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. Our benchmark research finds that with consumers having embraced the internet, particularly social media and mobile devices, customers today are communicating with companies through more channels than ever before. The top three channels remain established ones: inbound calls, email and outbound calls. However, the volumes of interactions are expected to grow most in a number of digital channels, among them the corporate website, mobile apps and social media as well as email.

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Research Perspective

Achieving Omnichannel Customer Experiences

For interactions with customers to go well, organisations must deploy a wide range of systems to manage an ever-increasing array of engagement channels. But providing the information needed for all these customer-related activities isn’t simple. Our research into next-generation customer engagement shows that organisations support an average of eight customer engagement channels per inquiry. It also finds that organisations expect to see volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps.

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White Paper

Structured CRM for Business Success

Today more than ever, organizations must prioritize customers and focus on both existing and new relationships in order to increase the value of the interactions with them. A spreading awareness of the importance of customer experiences and interactions has transformed how organizations view not only managing relationships but valuing them. Existing approaches to customer relationship management (CRM),

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Research Perspective

Ensuring Customer Satisfaction in Dynamic Online Markets

Over the last few years technology has forged notable changes in people’s lives. How people engage with each other has altered thanks to the pervasive influence of the internet as well as the widespread use of mobile devices, social media and text-based apps such as WhatsApp. Inevitably, how they engage with organizations has also changed.

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Mark Smith

Creating a better experience

Definition

Research Fact

Best Practice

How we can help

Education

Assessment

Advisory

Some of our Latest Research

Research Perspective

Making the Voice of the Customer Work

Research Perspective

Putting Customer Conversations to Work

Value Index

Contact Center in the Cloud

Research Perspective

Achieving Omnichannel Customer Experiences

White Paper

Structured CRM for Business Success

Research Perspective

Ensuring Customer Satisfaction in Dynamic Online Markets

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