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10 May 2023  |  North America  |  Customer Research
Retail Contact Center Growth Opportunities in North America—2023
Successful Providers Must Bridge the Physical and Digital Realms
Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...
$4,950.00
Special Price $4,455.00 save 10 %
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23 Mar 2023  |  North America  |  Market Research
Conversational AI is Now the Heart of Customer Experience
Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption
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...
$2,450.00
Special Price $2,205.00 save 10 %
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02 Mar 2023  |  North America  |  Customer Research
Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024
Employee Engagement is the Top Corporate Objective
Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...
$4,950.00
Special Price $4,455.00 save 10 %
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16 Oct 2017  |  North America  |  Market Research
End User Priorities for Customer Engagement, Global, 2018
Navigating Digital Transformation in Contact Centers
The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voic...
$3,500.00
Special Price $2,625.00 save 25 %
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25 Sep 2017  |  North America  |  Market Research
Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021
Still Under Cloudy Skies, System Sales See Recovery
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytic...
$4,950.00
Special Price $3,712.50 save 25 %
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22 Sep 2017  |  North America  |  Market Research
Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021
Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, i...
$4,950.00
Special Price $3,712.50 save 25 %
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24 Aug 2017  |  North America  |  Market Research
North American Customer Relationship Management (CRM) Developments to 2022
Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...
$1,500.00
Special Price $1,125.00 save 25 %
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24 Aug 2017  |  North America  |  Market Research
Customer Experience (CX)-Focused Contact Center Routing in North America, 2017
Evolving Customer Requirements, New Technologies, Changing Markets Drive Change
Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...
$1,500.00
Special Price $1,125.00 save 25 %
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25 Jul 2017  |  North America  |  Market Research
North American Contact Center Location Trends, Forecast to 2022
A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom
Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, ...
$1,500.00
Special Price $1,125.00 save 25 %
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22 Dec 2015  |  North America  |  Market Research
North American Contact Center Outsourcing Market
Digital Transformation Drives Vendor Consolidation
This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. The North American market revenue represents outsourced revenues associated with customer interactions that originated in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, au...
$6,000.00
Special Price $4,500.00 save 25 %