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Saskia Y. Kusumah
Contact Center Manager
Alex Hamberger
Director Of Strategic Accounts
Marisa Bartlett
Marketing Manager
Sandeep Rangineni
Data Test Engineer

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 1031 Industry Research

New Calabrio Research: AI will Impact Customer Service Agents, But Not How We Anticipate
A global study of contact centre leaders explores the role of artificial intelligence in activating the agent of the future
Author: Calabrio
uk flag - Published: September 25, 2023
WorkForce Software’s 2023 IDC Technology Spotlight Report Unveils New Perspectives on Intelligent Workforce Management
WorkForce Software, released the 2023 IDC Tech Spotlight report titled, “New Perspectives on Intelligent Workforce Management for the Manufacturing Industry.
us flag - Published: September 22, 2023
New Survey from Zoho Finds Small Businesses are Ready to Invest in CRM Solutions Which are Easier To Learn and Adopt
Respondents Who Use a CRM Were 2x More Satisfied With Their Customer Operations Compared to Non-CRM Users
us flag - Published: September 6, 2023
Generative AI Threatens SA’s Booming BPO Job Market
South African contact centre employees are worried generative artificial intelligence (AI) will take over their jobs, as the industry across the globe increasingly incorporates AI-powered agents into their processes.
Author: Flux Trends
southafrica flag - Published: August 30, 2023
Verint and Five9 Announce New Research on the Modern Evolving Contact Center
Co-sponsored Research Reveals Trends on the Evolving Customer and Demands for More Personalized Experiences from Contact Centers
Author: Verint
us flag - Published: August 18, 2023
New Research Reveals Growing Acceptance for Automated Assistants in the Contact Center Study Shows that the Latest AI-Driven Intelligent Virtual Assistants can Boost Agent Loyalty, Productivity & Job Satisfaction
Author: Inc.
us flag - Published: August 16, 2023
Hyro Report Reveals Deep-Rooted Issues Affecting Healthcare Call Center Performance; Generative AI Poised to Transform
Survey of healthcare leaders finds that nearly half of US healthcare providers plan to integrate generative AI systems into their call centers within the next 12 months
Author: Hyro Hub
us flag - Published: August 11, 2023
More Than Half of Shoppers Have 'Abandoned' E-Commerce, Study Finds
More than half (52%) of e-commerce grocery shoppers are no longer shopping online, compared to a year ago, new global research from SymphonyAI Retail CPG has found.
uk flag - Published: July 26, 2023
Cost-of-living Pressures Drive Consumer Adoption of Embedded Banking, Fuelling Brand Loyalty
New research from Vodeno/Aion Bank has revealed how embedded banking adoption is significantly boosting brand loyalty for companies, with consumers more likely to use embedded banking products from brands as a result of the cost-of-living crisis.
Author: Vodeno
uk flag - Published: July 24, 2023
Consumer Scams Account for 54% of All Fraud in APAC Region Fueled by Rise in Human Trafficking to Staff Call Center Gang
BioCatch's 2023 APAC Digital Banking Fraud Trends Report Affirms the Rapid Growth in Scams and Organized Crime Rings Accelerating Risk to Retail Banks
Author: BioCatch
australia flag - Published: July 19, 2023
Invoca Report Finds 62% of Contact Center Managers Cannot Analyze Enough Calls to Evaluate Agent Performance Accurately
New report finds that contact center turnover is high, agent job satisfaction directly impacts customer satisfaction, and AI and conversation intelligence are underutilized – although 85% of managers say they plan to implement the solutions within the next year
Author: Invoca
us flag - Published: July 12, 2023
SA Call Centres Look to MFA to Combat Fraudsters
There is an increase in the number of incidents involving fraudsters who use social engineering tactics against call centre agents to access customer information and accounts.
Author: Entersekt
southafrica flag - Published: July 10, 2023
Info-Tech Research Group Recommends Traditional Banks Create a More Competitive Customer Experience
New research from the firm explains that the standard banking model must evolve to encompass enhanced product development, marketing strategies, execution, and ongoing operations to comprehensively cater to evolving customer needs.
canada flag - Published: July 7, 2023
SurveyMonkey Shows Major Disconnect Between CX and Digital Marketing Pros and Customers
Customer sentiments around AI, post-COVID-19 support, preferred feedback channels, and personalized experiences don’t live up to CX teams’ optimism
Author: SurveyMonkey
us flag - Published: July 5, 2023
MoEngage Research: 53% of North American Shoppers Interact with Brands More Than 3 Times Before Making a Purchase
The MoEngage global report, based on the behaviors and preferences of 1.3 billion consumers worldwide, found that North American shoppers interact an average of three times with a brand before converting.
us flag - Published: June 28, 2023

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