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Chai Domingo
Director, Contact Center
Eric Sherman
VP Business Development
Indra Wahyuningsih
Supervisor Service Operation
Maulana Malik Muqorrobun
Head of Business Unit

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.

Interested in contributing Research Findings? Submit Them Online Here

Showing 1 to 15 of 926 Industry Research

40% of Enterprises Face High Likelihood of Outages According to State of Machine Identity Management Report
New Report from Keyfactor and Ponemon Institute Uncovers Significant Gaps in Enterprise Identity and Access Management Strategies
Author: Keyfactor
us flag - Published: April 9, 2021
Nearly Three-Quarters of Contact Centers that Moved to the Cloud Did So During the Pandemic
Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insights into strategic trends and opportunities for cloud-based contact centers
Author: Calabrio
us flag - Published: April 5, 2021
Three-Quarters of Contact Centers That Moved to the Cloud Did So During the Pandemic, Here's What They're Expecting Next
Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insights into strategic trends and opportunities for cloud-based contact centers.
Author: Calabrio
us flag - Published: March 31, 2021
One Year Into The Pandemic, New Survey Finds People Have Less Tolerance for Slow Customer Service
Findings also show that more than 50% of Millennials and Gen Zers would rather get their teeth cleaned over dealing with customer service, and nearly 70% of people of all ages have abandoned a brand after a negative customer service experience
Author: ArenaCX
us flag - Published: March 26, 2021
Uniphore Survey Exposes Significant Customer Service Gaps in Contact Centres Across Asia-Pacific During Global Pandemic
Uniphore has announced results from its latest COVID-era survey that highlights significant challenges faced by both consumers and customer service centres.
india flag - Published: March 24, 2021
90% of Higher Education Institutions Deliver Subpar Digital Engagement
Survey Highlights Emergence of the Modern Learner Engagement Gap in Higher Education
us flag - Published: March 15, 2021
Year-long MyBankTracker Survey Finds Consumers Care More About Customer Service than Fees
Mobile banking became 22% less important despite pandemic
us flag - Published: March 8, 2021
Braze Releases 2021 Global Customer Engagement Review
New Report Helps Marketers Navigate a New Era in Customer Engagement and Highlights Opportunities for Improvement and Growth
Author: Braze
us flag - Published: March 5, 2021
SOTI Survey Finds COVID-19 Has Radically Changed Consumers’ Expectations for Retailers
Global research finds consumers won’t click “buy” if returns aren’t easy, shipping and delivery isn’t trackable, and data security isn’t a priority
Author: SOTI Inc.
canada flag - Published: March 3, 2021
SA Consumers Expose Biggest Call Centre Frustrations
A new business process outsourcing (BPO) survey found that being contacted without permission is among the major frustrations South African consumers experience when dealing with contact centres.
southafrica flag - Published: March 1, 2021
Seven Out of 10 Patient Experience Professionals Identify Contact Center as a High Priority and Strategic Asset
Legacy solutions impede health care industry’s ability to provide optimal patient experience
Author: Talkdesk
us flag - Published: February 22, 2021
New Research Shows Only Half of Organizations Worldwide Say They are Well Prepared to Support Customer Engagement
A Troubling Engagement Capacity Gap Has Emerged, and 82 Percent Believe Challenges to Manage Customer Engagement Will Only Increase This Year
Author: Verint
us flag - Published: February 19, 2021
Just Over 4 Billion Robocalls in January Mark 3.7% Monthly Increase, Says YouMail Robocall Index
January Robocalls are Above 2020's Monthly Average of 3.8 Billion Robocalls
us flag - Published: February 12, 2021
Which? Customer Satisfaction Survey Rates Outfox the Market Best Energy Provider in Britain
Two other companies have gained Which? Recommended Provider status for 2021
Author: Which?
uk flag - Published: February 8, 2021
The Bumpy Road to Digital
75% of Telcos Increase Digital Transformation Investments in 2021 but 3 out of 4 still Rely on Stores and Call Centers for Revenues
uk flag - Published: February 3, 2021

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