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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 971 Industry Research


CallMiner Report Reveals More than 60% of Organizations Don’t Collect Enough Data to Improve Customer Experience
Inaugural research report finds major CX gaps and areas of opportunity, with only 12% of organizations collecting an equal amount of solicited and unsolicited feedback data
Author: CallMiner
us flag - Published: September 26, 2022
Nearly 80% of Consumers to Cut Back Spend Amid Record Inflation, According to New UJET Research
Brands With Poor Customer Experience Will Be Cut First as “Skimpflation” Rises
Author: UJET
us flag - Published: September 19, 2022
India Ranks 3rd in the World in Customer Experience Maturity: Report
Currently, only 17% of Indian businesses deliver ‘exceptional’ customer services, even though 79% said CX is a way to drive revenue according to the report.
Author: Zendesk
india flag - Published: September 16, 2022
CallMiner Survey Reveals South Africa’s Call Centre Priorities
To unpack how South African organisations view the challenges and priorities within contact centres, CallMiner recently conducted a contact centres survey with TechCentral.
Author: CallMiner
southafrica flag - Published: September 5, 2022
Playvox Survey: More Than Half of Agents 'Extremely' or 'Very Likely' to Leave a Job Without a Remote Work Option
A recent survey from Playvox asked agents about their desire to return to the office, the benefits of flexible work arrangements and how they'll respond if their company no longer supports remote work.
Author: PlayVox
us flag - Published: September 2, 2022
New Benchmark Report Indicates that Contact Center Automation is Moving to the Mainstream
91% of respondents believe automation is a critical or important priority as adoption accelerates across channels
Author: Replicant
us flag - Published: August 29, 2022
Five9 International Study Finds 9 out of 10 Contact Centers Have Increased Focus on Agent and Employee Experience
50% are focused on reducing agent/employee turnover and 44% are focused on implementing AI and automation to assist agents
Author: Five9
us flag - Published: August 15, 2022
New Research: CX Innovation Stalls as Contact Centers Fail at the Fundamentals
UJET Partners with CCMA to Identify and Eliminate Barriers in Contact Center Innovation
Author: UJET
us flag - Published: August 12, 2022
Half of Gen Z Students Question Whether College Is a Worthwhile Investment According to New Research from Modern Campus
Study Also Shows Most High School Students Start Preparing for College Before 10th Grade
canada flag - Published: August 8, 2022
Consumers Look to the Metaverse for Deeper Connections
Talkdesk survey reveals nearly half of consumers believe the metaverse will make human connections stronger and improve relationships with family, friends, and colleagues More than two-thirds (69%) of consumers are already visiting today’s metaverse realm to escape real-world worries and experience things in new ways Favorite pastimes in the new frontier include shopping and
Author: Talkdesk
us flag - Published: August 3, 2022
Invoca Report Finds That Despite Inflation, 63% of Consumers Will Pay More for Great Customer Service
New study finds as inflation increases, so do the expectations for the customer experience, making it a make-or-break moment for brands when it comes to earning customer loyalty
Author: Invoca
us flag - Published: July 29, 2022
61% of Leading Global Retailers Trust Their Frontline Workers with Mobile Technology While at Work
Study reveals clear variation in business performance for retailers who have implemented modern workforce management (WFM) technologies – retail “winners” with advanced WFM solutions boosted employee engagement, satisfaction, and performance at every level
us flag - Published: July 27, 2022
Peak Season Staff Squeeze: 44% of Retail Leaders Fear They Don’t Have Enough Staff to Cope
• Over half of UK and US retailer respondents worry service levels will drop due to staffing challenges • Fulfilling orders reported as top concern, followed by internal budget constraints hampering the customer experience
Author: Sorted
uk flag - Published: July 20, 2022
Contact Centers Close to Breaking Point According to New Global Survey
Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.
Author: Infovista
us flag - Published: July 15, 2022
Observe.AI Research Reveals Contact Centers Are 10X More Prepared with Conversation Intelligence
Despite adopting AI & automation, 67% of contact centers still rely on manual processes for critical workflows like agent coaching and quality assurance
Author: Observe.AI
us flag - Published: July 4, 2022

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