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Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post, too.
So, here are 5 more reports worth your time. As always, I’m grateful to all the smart folks in our industry that produce such excellent content.
One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.
The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. We’d like to express how grateful we are to the authors (and sponsors that back them) for the hard work that goes in to producing this content. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more.
One industry report that we always anticipate at this time of year is the annual “Contact Center Decision Maker’s Guide” from ContactBabel. The 9th edition of the report weighs in at a massive 300-pages with tables and graphs examining every aspect of the contact center world. Topics include WFM, headsets, agent recruiting, voice biometrics, and more.
The report also includes a chapter on queuing technologies and we were pleased to see that the industry is making good progress on this front. Best of all the report is completely free. Continue reading
