research
CCW San Antonio Presents: 2023 January Market Study - State of Contact Center Technology
January 27 by Brian CantorPresented by CCW San Antonio, this research-driven Market Study reveals why past contact center initiatives have failed – and what steps leading brands will take to make success (and customer centrici...
Special Report: Choosing an AI Partner
July 01 by Kindra CooperLike any technology deployment, an AI solution must solve a specific business problem. In this Special Report on ‘Choosing an AI Partner,’ you’ll learn what types of AI solutions are available, key bu...
Is Your Organization Prepared for the Customer & Business Priorities of 2013-14?
March 06 by Jason PriceWith the start of a new calendar year just behind us, it’s a good time to reflect on the challenges facing us in 2013, and how well prepared we all are. With the huge economic changes of rec...
Why Your Customers Stay or Stray
January 25 by Customer Contact WeekDelivering outstanding customer experience is today’s crucial competitive advantage – companies like Apple and Starbucks have proven the right experience can trump even price in a brutal...
Hot Infographic: 2013's Top 3 Executive Priorities Revealed
December 18 by Brian CantorWhat challenges are causing sleepless nights for executives across the country? What decisions will separate success and failure in 2013? To what extent must customer-centricity drive strategy in...
Aptean Presents: 2013 Contact Center & Customer Management Executive Priorities Report
November 12 by Customer Contact WeekCall Center IQ Exclusive, Presented by Aptean Executive Priorities Report: Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities This research...
LogMeIn Presents: 2013 Contact Center & Customer Management Executive Priorities Report
November 12 by Customer Contact WeekCall Center IQ Exclusive, Presented by LogMeIn Executive Priorities Report: Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities This researc...
inContact Presents: 2013 Contact Center & Customer Management Executive Priorities Report
November 12 by Customer Contact WeekCall Center IQ Exclusive, Presented by inContact Executive Priorities Report: Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities This resea...
2013 Contact Center & Customer Management Executive Priorities Report
November 05 by Customer Contact WeekRead the report? Join us on February 27, when the interviewed practitioners will participate in a live, free roundtable discussing the findings and detailing their strategies for 2013 and beyond. R...
The Modern Consumer and the 'Spend Shift' Movement
October 21 by Gina ScanlonJohn Gerzema, Chief President of Brand Asset Consulting, and co-author of new book Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live speaks with Customer...
Applying Social Media to Call Center Recruiting
October 19 by Tim McDarisIn the world of recruiting, using social media as a recruiting source has become one of the hottest trends lately. Dr. John Sullivan, writing in ERE.Net, calls social media "the most powerful recrui...
6 Pieces of Research Every Customer Service Pro Should Know
October 14 by Brian JamesonLooking to make your point in a presentation about customer service? Trying to sell the case to the boss about why he or she should really care about the customer experience? Considering a foray int...