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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 151 to 165 of 1065 Industry Research


Digitizing Customer Service Strategy Expected to be Top Priority in 2022
Glia expects breaking customer stereotypes, evolving the customer service representative role and more widespread adoption of Digital Customer Service to be areas to watch next year
Author: Glia
us flag - Published: January 13, 2022
Call Centres' Response Quicker, Better this Year as Demand Surges: Study
Ozonetel report analysed 24 million calls made on the company's platform by nearly 61,914 active agents.
india flag - Published: January 12, 2022
Australian Workers Anxious about a Possible Return to the Office According to New RingCentral Survey
However, business decision-maker sentiment points to continued, wide-scale support for hybrid and remote working for Australians in 2022 and beyond
australia flag - Published: December 29, 2021
Workers Concerned That Workplace Freedom Will Disappear in 2022 According to New RingCentral Survey
80% of Americans believe they currently have the freedom to work from anywhere but only 12% believe they will have the same freedom in 2022
us flag - Published: December 27, 2021
New Report Highlights Urgent Need For Organizations to Embrace Biometrics to Simplify Customer Access and ID
Consumer Defection Growing Issue for Brands as Authentication Frustration Grows and Digital Experiences Multiply Across All Channels of Engagement and Customer Help
Author: Daon
us flag - Published: December 27, 2021
NAVEX Global’s 2021 Regional Hotline Benchmark Report Shows Corporate Whistleblowing
Declined Significantly for UK and APAC Organisations as a Result of COVID-19
Author: NAVEX Global
uk flag - Published: December 22, 2021
U.S. Enterprises Turn to Contact Center-as-a-Service Providers to Meet New Consumer Expectations
ISG Provider Lens™ report sees many benefits from the CCaaS model, including the ability to engage with customers by chat, social media, messaging and other methods
Author: ISG-One
us flag - Published: December 20, 2021
Survey Reveals Customer Service Employees’ Experience as Consumers and as Employees
Lucidworks, a provider of AI-powered search applications and the Connected Experience Cloud, shared results from a survey of more than 800 contact center employees regarding their experience working in customer service and their own experiences as consumers when trying to get help.
Author: Lucidworks
us flag - Published: December 17, 2021
Enterprises Turn to Contact Center Providers to Help with Increasing Consumer Expectations
ISG Provider Lens™ report finds enterprises embracing AI, chatbots and social media to improve customer experiences
Author: ISG Plc
us flag - Published: December 15, 2021
Delivery Speed and Transaction Security Top the List of Festive Shoppers’ Worries for 2021, in PCI Pal’s Annual Survey
Third annual holiday shopping survey of over 2000 shoppers identifies year-over-year trends, where they intend to spend this year, and whether supply chain delays are impacting how and when they buy
Author: PCI-PAL
us flag - Published: December 13, 2021
Nuspire Security Experts Witnessed Significant Increase in Exploit Activity with Two New Vulnerabilities in Q3
Nuspire’s Threat Report provides data and insight into malware, exploit and botnet activity throughout Q3 of 2021
Author: Nuspire
us flag - Published: December 10, 2021
South Africa’s BPO Sector Rides Wave of Global Business Recovery and Reconfigured Post-pandemic Business Models
The consequences of the pandemic have affected business and markets all over the world, and at the same, it has reshaped business and outsourcing trends.
Author: iContact BPO
southafrica flag - Published: December 8, 2021
Survey: Brand Language Soars in Importance
Findings from a Phrasee survey reveal brand voice is coming of age as technology, culture and mindsets evolve
Author: Phrasee
uk flag - Published: December 3, 2021
Digital Interactions are Changing Attitudes on What Makes a Connection Human, Global Study Finds
New Longitude survey of over 5,600 people across 16 countries highlights acceptance of automated machines is growing among consumers, but transparency is key
Author: Verizon
us flag - Published: December 1, 2021
South Africa Outpaces Competitors in BPO Services
South Africa has emerged among the top-ranked emerging markets for global business services (GBS), also known as business process outsourcing (BPO).
southafrica flag - Published: November 26, 2021

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