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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 954 Industry Research


The Contact Centre agent of the Future is a Skilled Problem Solver
The need for individuals working in contact centres who have the right personable skills, can manage stress and are excellent problem solvers cannot be over emphasised.
southafrica flag - Published: August 3, 2020
PCI DSS: The Forgotten Superhero
As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments.
uk flag - Published: July 29, 2020
More Than Half of North American Businesses Surveyed During COVID-19 Say Their Technology Systems are Inadequate
New Zoho-sponsored Survey from Beagle Research Group Reveals Technology Systems as a Pain Point to Productivity as Employees Transitioned to Fully Remote
us flag - Published: July 27, 2020
Digital Transformation is Driving Unstoppable Shifts in Retail, Fujitsu Study Confirms
Survey highlights the increasing strategic importance of digital transformation and enabling technologies for the retail sector
Author: Fujitsu
germany flag - Published: July 24, 2020
Transportation, Logistics Companies Losing Customers Due to Outdated Last-mile Delivery Tech
Half (49%) of T&L companies agree their organization has outdated technology and more than a third (37%) believe this has stopped them from sufficiently upscaling during the COVID-19 pandemic
Author: SOTI Inc.
canada flag - Published: July 20, 2020
Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic
The 2020 CX Index Survey, and subsequent COVID-19 CX Index Pulse Survey, finds the pandemic prompted the majority of consumers to switch to online shopping with 57% vowing to continue this trend beyond the pandemic
Author: Sitel
us flag - Published: July 15, 2020
The Value of Personal Data: Savvy ANZ Consumers Cautious, but in Control
Australia and New Zealand respondents shed light on the knowledge, use and value of data in new Trust survey from Genesys
australia flag - Published: July 13, 2020
New Research Shows Customer Switching Costs Insurance Sector £5.04 Billion
Emotion and fair treatment influence insurance consumers more than increased encouragement to switch providers
Author: CallMiner
uk flag - Published: July 3, 2020
Calabrio Study Finds That the Pandemic is Accelerating the Evolving World of Work for Contact Centers
Results show most contact centers are embracing work changes and expect them to benefit the industry long term
Author: Calabrio
us flag - Published: July 1, 2020
New Research Reveals How UK Contact Centres Could Establish a 'New Normal' of Home-working
74% of home-working contact centre agents have a better work-life balance, 61% of employers report improved productivity
Author: Content Guru
uk flag - Published: June 29, 2020
The State of the Contact Center: Embracing the Evolving World of Work
The COVID-19 crisis is driving the fastest cultural transformation of our generation.Learn how contact centers are recognizing that the adaptations demanded by the acute crisis reveal promising new strategies with potential value extending well beyond the pandemic.
us flag - Published: June 26, 2020
New Verint Research Shows Which Banks Deliver on Customer Experience During Pandemic
Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic.
Author: Verint
us flag - Published: June 26, 2020
Banks, Healthcare Providers, and Government Remain Most Trusted by Consumers, Despite Lack of Transparency
91% of respondents to Genesys-sponsored customer experience survey are concerned about data abuse, with social media companies considered least reliable
Author: Genesys
us flag - Published: June 22, 2020
Contact Centre Outsourcing – Time to Take a Closer Look
Matthew Sims of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla.
Author: 4T4 Consult
uk flag - Published: June 10, 2020
Over Half of Australian Consumers Want Drone Delivery
Surveys find Australian consumers more open to drone delivery than other parts of the globe
Author: SOTI Inc.
australia flag - Published: June 8, 2020
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