Search results for '**' (26 products)

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30 Jun 2014  |  North America

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. ...

USD 10,000.00

USD 7,500.00 save 25 %

23 Jun 2014  |  North America

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...

USD 10,000.00

USD 7,500.00 save 25 %

23 Jun 2014  |  North America

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...

USD 10,000.00

USD 7,500.00 save 25 %

19 Jun 2014  |  North America

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 ...

USD 10,000.00

USD 7,500.00 save 25 %

30 May 2014  |  North America

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...

USD 10,000.00

USD 7,500.00 save 25 %

23 May 2014  |  North America

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...

USD 10,000.00

USD 7,500.00 save 25 %

18 Feb 2013  |  North America

The Impact of Social Media within the Internal Corporate Environment

Use of Companies' Own Social Media Tools is Growing

This research service examines the use of social media in the U.S. corporate environment based on a survey conducted in 2012. Individuals use social media on a personal level more than as a part of the workplace, but enterprises are increasingly using social media as they begin to understand the benefits. While external use of social media is more ...

USD 10,000.00

USD 7,500.00 save 25 %

26 Dec 2012  |  North America

Evolving IT Security Trends and Challenges Within Todays Organizations

IT Decision Makers’ Perspective

The customer research study investigates the IT security trends and challenges within todays organizations. In particular, it investigates deployment status of a variety of solutions, it explores which security solutions are being outsourced to managed security service providers (MSSPs), and it aims to understand the top security priorities within...

USD 10,000.00

USD 7,500.00 save 25 %

26 Nov 2012  |  North America

Impact of Social Media on External Communications in the U.S. Corporate Environment

The Implications of Social Media Use on External Communications

The customer research study investigates the use of social media by individuals and organizations. Individuals use social media on a personal level more often than as a part of the organizations for which they work. Organizations, on the other hand, are increasing their usage as they begin to understand social media benefits, such as lower expenses...

USD 10,000.00

USD 7,500.00 save 25 %

03 Oct 2012  |  North America

2012 Customer Contact Experience BenchmarksConsumer Electronics Retailers Industry

Assessing the Customer Contact Experience in the United States

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, e-mail, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1863. Compani...

USD 10,000.00

USD 7,500.00 save 25 %

Showing 1-10 of 26