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30 Jun 2014  |  North America  |  Customer Research
Enterprise Priorities in North America
Multichannel Customer Contact
The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...
$10,000.00
Special Price $7,500.00 save 25 %
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26 Jun 2014  |  Europe  |  Customer Research
Enterprise Priorities in Europe
Multichannel Customer Contact
The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...
$12,500.00
Special Price $9,375.00 save 25 %
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23 Jun 2014  |  North America  |  Customer Research
Enterprise Priorities in North America
Contact Center Outsourcing
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...
$10,000.00
Special Price $7,500.00 save 25 %
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23 Jun 2014  |  North America  |  Customer Research
Enterprise Priorities in North America
Cloud Contact Center Solutions
The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...
$10,000.00
Special Price $7,500.00 save 25 %
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23 Jun 2014  |  Europe  |  Customer Research
Enterprise Priorities in Europe
Contact Center Outsourcing
The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...
$12,500.00
Special Price $9,375.00 save 25 %
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23 Jun 2014  |  Europe  |  Customer Research
Enterprise Priorities in Europe
Cloud Contact Center Solutions
The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...
$12,500.00
Special Price $9,375.00 save 25 %
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23 Jun 2014  |  Europe  |  Customer Research
Enterprise Priorities in Europe
Agent Performance Optimization
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...
$12,500.00
Special Price $9,375.00 save 25 %
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19 Jun 2014  |  North America  |  Customer Research
Enterprise Priorities in North America
Agent Performance Optimization
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers ...
$10,000.00
Special Price $7,500.00 save 25 %
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30 May 2014  |  North America  |  Customer Research
The Impact of Social Media on External Communications in the Corporate Environment
Uncovering Use Prevalence and Methods of Organizational Use
The primary aim of this research service is to gauge the use trends of social networking within a business context, specifically related to external communications. The study analyzes how social media is used to drive external client relations, measures the prevalence of social media engagement tool use, evaluates social media engagement tools, and...
$10,000.00
Special Price $7,500.00 save 25 %
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23 May 2014  |  North America  |  Customer Research
The Impact of Social Media on Internal Communications in the Corporate Environment
Uncovering Use Prevalence and Methods of Organizational Use
The primary aim of this research is to gauge the use trends of social networking within a business context, specifically related to internal communications. The study covers drivers for social media use, prevalence of engagement, and management tool use as well as factors used to determine social media. About 60% of companies use social media for i...
$10,000.00
Special Price $7,500.00 save 25 %