Search results for: 'Agent I'

A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly peppered with colloquialisms that reflect this: “Desperate times call for desperate measures.” “It takes...

This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market. Contact center services provided by outsourcers include customer service, tech support / help-desk, sales, collections, and other BPO services. This study provides market size, revenue forecasts and breakdown of the market b...

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified ag...

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...

In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasing...

The attached tracker presents mobile communications metrics for tier I mobile operators in the United States and the Canadian mobile communication markets. In addition, statistics on mobile subscribers, service, and data revenue (including the ARPU), prepaid and post paid subscribers, capital expenditures, minutes of usage, cost per gross addition,...

The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

This research service covers the U.S. injectable drug pipeline in 2009. Included are technology trends, Phase III pipeline analysis, selected Phase II and I pipeline analysis. The market is segmented by injectable drug delivery route: subcutaneous injectables, intravenous injectables, intramuscular injectables, and others. Major market challenges,...