Research

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to...

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months. Well, this year brings fascinating developments as some of...

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when...

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship...

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household, you already know a little bit about the Roarin’ Twenties,...

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you to read the full report, here are some observations that...

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what...

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear...

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to...

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. Top Contact Center Challenges The...

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list...

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take...

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same...

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that...

Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response to growing competition and heightened member expectations. Yet they are...

When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent works, the majority of time will be spent answering customer...

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that spans multiple touchpoints? “Keep in mind that customer surveys are...