4 Pieces of Research Every Call Center Pro Should Have Handy

4 Pieces of Research Every Call Center Pro Should Have HandyWith 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.

Download the complimentary report.

Global Contact Centre Benchmarking Report

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.

Download the complimentary report.

2015 Executive Report on the Customer Experience

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.

Download the complimentary report.

The ROI of Call-Backs for Your Call Center

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.

Download the complimentary report.

Sequencing the Omnichannel Customer Conversation


Whitepaper: The Executive Guide to Improving 6 Call Center MetricsThe Executive Guide to Improving 6 Call Center Metrics

Your call center operates in a stressful environment where good quality metrics lead to a higher standard of customer service.

Download our free guide to help you improve 6 key call center metrics for better performance and future success.

What’s Inside:

  • Customer Satisfaction
  • Service Level
  • First Call Resolution
  • Average Handle Time
  • Plus so Much More!

DOWNLOAD THE FREE 8 PAGE REPORT TODAY