With the explosion of content available today, I think it’s easy to feel overwhelmed. As a contact center manager, you have limited time in your day to digest all the external reports available. Wondering how you can use your time more wisely to read the most meaningful and insightful reports? Well, you came to the right place.
Here are 4 pieces of research every call center manager should keep in their top drawer.
Global Contact Centre Benchmarking Report
This report is widely acknowledged as the most useful, authoritative and comprehensive of its kind. It’s designed to provide a single point of reference on key aspects affecting customer management in today’s contact centers. The report is based on findings from 901 participants, across 6 regions and 12 industry verticals.
2015 Executive Report on the Customer Experience
Driven by exclusive marketplace research and enhanced by commentary from industry experts, this report works to understand customer experience objectives, benchmark existing performance, identify challenges and uncover pathways to improvement.
The ROI of Call-Backs for Your Call Center
In a perfect world, your contact center would never put any callers on hold. However if hold time is unavoidable, the next best thing to do is offer a call-back. When deployed correctly, call-backs can deliver concrete ROI. Learn how you can build a business case for call-backs using this ROI eBook.
Sequencing the Omnichannel Customer Conversation
Findings show that, on average, customers use between 4 and 5 different “channels”. In this document, Opus Research reviews the research findings to draw conclusions about the sequence of media that customers commonly employ.