Industry Research
We publish lots of great research papers and findings – some from our own research, others from leading research firms around the world. Research is shown in order of date published with the most recent showing first.
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Showing 1 to 15 of 759 Industry Research
Social Media Boosts Consumer PowerA third of consumers harness online channels following poor customer service
Published: June 5, 2013
Cloud Contact Centres Come Out Tops, AgainAnother study, this one into “the adoption, reliability and usability of call centre technologies,” has provided compelling arguments in favour or cloud-based or hosted contact centres.
Published: May 31, 2013
English Skills Open Doors to Better Jobs in NicaraguaEnglish skills are helping youth find jobs in Nicaragua’s emerging industries, which is helping to change emigration patterns
Published: May 30, 2013
“The US Contact Center Decision-Makers’ Guide (2013)”"The US Contact Center Decision-Makers' Guide (6th edition - 2013)", is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR and strategy.
Published: May 27, 2013
UK Businesses Lose MoneyThrough Poor Customer ExperienceAccording to the survey from NewVoiceMedia, half of UK consumers are taking their business elsewhere as a result of inadequate service
Published: May 23, 2013
‘Severe’ ICT Skills Shortage Highlighted by 4,500 VacanciesThe significant level of job vacancies in the information and communications technology (ICT) sector highlights a “severe” shortage of suitably skilled applicants in the Irish workforce, a new study has warned.
Published: May 20, 2013
Dial 'S' For Scam? Phone Calls Still a Way to Steal MoneyThose sudden windfalls probably aren’t actually windfalls, and that injured or arrested family member probably isn’t. Those are ongoing scams, police say.
Published: May 20, 2013
From Rio to the WorldWhat security managers can learn from Brazil – front line in the global cyber wars, by Cristiano Lincoln Mattos, CEO at Tempest
Published: May 17, 2013
IT-BPM Industry Registers Growth in RevenueIncome reached $13.2B while jobs grew by 21% in ’12
Published: May 16, 2013
Zuma Hotline Sees Steady ImprovementDeputy minister for performance monitoring, evaluation and administration, Obed Bapela, says the Presidential Hotline’s quality of complaints resolution is improving.
Published: May 16, 2013
Water Companies Respond to Ofwat InitiativeOfwat’s customer service push begins to show results but investment in technology is the key to taking customer satisfaction to the next level, says Aspect.
Published: May 16, 2013
Few Consumers Utilise Helpline ServiceThere are very few complaints related to consumer rights from Andhra Pradesh, which means either people are satisfied with the business practice of entrepreneurs or are reluctant to register a complaint for some reason.
Published: May 13, 2013
Citizens Advice Urges Cold Calling Ban after Ofcom StudyRegulator launches investigation after its figures reveal eight in 10 households regularly receive unsolicited nuisance calls
Published: May 10, 2013
Million Telemarketing Calls a Day: ACMANew research by the Australian Communications and Media Authority (ACMA) suggests that more than a million telemarketing calls are made to Australians every day.
Published: May 10, 2013
Mexico Rises in BPO with India’s Annual Economic Outlook India's annual economic report showed a 10% loss over the last 5 years in Business Process Outsourcing (BPO) to other countries making a notable dent in India’s $20B world share. Mexico is emerging as a formidable player in the sector and as a strategic location for North American Call Centers.
Published: May 10, 2013
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