New! 2017 Contact Center Gamification Product and
Market Report - Abstract

DMG Consulting’s second Contact Center Gamification Product and Market
Report examines this emerging IT sector: the vendors, their offerings, the
functional capabilities of gamification solutions, product prices, best practices and more. The Report analyzes market trends and challenges, product innovation and the competitive landscape, and provides 5-year growth projections.

It provides emerging best practices, so enterprises can derive the greatest return on their gamification investments.

CCW Executive Report - Performance & Agents - April 2017

This research-driven report, sponsored by members of the Contact Center Weekly consortium, provides analysis and insight across various facets of call center agent performance.

Key Topics Include:

  • What are the top objectives for today’s contact centers?
  • Which performance metrics are hot?  Which are not?  Which matter?  Which do not?
  • Does cost still matter in the era of customer centricity?
  • How will organizations improve agent productivity?  How will they measure their success?
  • How will the rise of artificial intelligence impact the customer experience workforce?

Report: The Four Customer Experience Core Competencies
(Source: Temkin Group)

Temkin Group has conducted multiple large-scale studies demonstrating that customer experience (CX) is highly correlated with loyalty across many different industries, in both business-to-consumer and business-to-business environments.

If you are only going to read only one thing about customer experience, then this report is it. 

Performance Management: The Contact Centers For Customer Service Playbook

This complimentary Forrester research report describes how application development and delivery (AD&D) pros supporting contact centers can best use this data, turn it into actionable information, and drive continuous improvement, resulting in better customer service.

Employee Engagement Research Publication

When asked what leaders could do more of to improve engagement, respondents endorsed these actions:

• Communicate clear expectations
• Listen to employees’ opinions
• Give recognition

Find out more in this comprehensive study on employee engagement

Analyst Report: Contact Centers must go Digital

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service.

Find out what is means to go digital and align your operations to customer expectations in this complimentary Forrester report.

Genesys FAQ - Interactive Intelligence acquisition

Genesys, a market leader in omnichannel customer experience and contact center solutions, and Interactive Intelligence, a global leader of cloud and on-premise solutions for customer engagement, communications and collaboration, announced that they have entered into a definitive agreement under which Genesys will acquire Interactive Intelligence.

Read more about this acquisition in the Genesys FAQ

The Ultimate Guide to Customer Journey Mapping

Map your target customer's journey across your organization, share the journey with your colleagues, and prepare a process improvement program to boost your CX initiatives, a key objective when building a customer-focused organization.

Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance

Download this research paper from Aberdeen to discover insight and best practices derived from interviews with best-in-class contact centers across the Globe. Some of the results include:

  • Improving the customer experience now ranks #1 with WFO contact Center programs.
  • 68% of a typical agent's time is spent on customer interactions. How can that time be increased, and optimized?
  • Some of the current and projected analytical tools leveraged by leading contact centers.

The Business Impact of Contact Center Attrition

The impact of attrition on contact center performance is a growing area of focus for business leaders looking to utilize their contact center operations to drive new business growth.

In the current report, we take the discussion on attrition forward by establishing how attrition not only drives up very specific operational costs, but also results in lost revenue opportunities. This report develops a framework for studying the business impact of attrition across both cost and revenue components.

How to choose the right contact center technology

With Open-Source based Solutions, a big challenge is that reliance on “the wisdom of the crowd” typically means that no one takes the responsibility of fixing various technical issues. The right technology can alleviate those concerns. This whitepaper will highlight the things you need to know as you evaluate the need for next generation Contact Center Technology and things to consider as you seek solutions that fit your organization’s unique requirements.