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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 16 to 30 of 933 Industry Research


New Verint Research Reveals a Shift in Consumer Banking Trends During the Pandemic
Despite a Proliferation of Channels and Growing Adoption of Micropayment Apps, Trust and Security Remain Pivotal Customer Experience Components
Author: Verint
us flag - Published: July 28, 2021
Sevis Systems Reports Unanswered Calls Cost U.S. Contact Centers $685M per Day
Research reveals impact on customers and businesses requires shift in contact center strategies
us flag - Published: July 21, 2021
Invoca Report Finds Most Consumers Want to Call Businesses, but Only Half are Satisfied with the Experience
Study finds long hold times, rerouting and agent repetition can deter customers from completing purchases
Author: Invoca
us flag - Published: July 19, 2021
American Consumers More Likely to Rave About Good Customer Support Experiences Than Complain About Bad Ones
Just 1-3 'poor' support experiences will kill brand loyalty, say 71% of American consumers in a survey commissioned by Mitto around the impact of positive customer support interactions and how to satisfy today's consumer
Author: Mitto
us flag - Published: July 19, 2021
80% of CX Professionals Believe AI Will Provide a Better Contact Center Experience
“The Future of AI in the Contact Centre” reveals a positive outlook for artificial intelligence (AI) in contact centers, as 84% of customer experience (CX) professionals expect their company’s total spending on AI and au
Author: Talkdesk
us flag - Published: July 12, 2021
Satisfaction with Big 5 Banks in Canada Declines as Satisfaction with Midsize Banks Improves, J.D. Power Finds
RBC Royal Bank and Tangerine Bank Rank Highest in Respective Segments
Author: J.D. Power
canada flag - Published: June 30, 2021
PFS Research Finds Omnichannel Fulfilment is Key to Brand Loyalty in a “Digital-First” Era
A new survey of UK consumers, conducted by PFS, the operations business unit of PFSweb, Inc. (NASDAQ: PFSW), reveals that as consumers head into an increasingly “digital-first” era, customer loyalty will hinge on a brand’s ability to bridge the disconnect between the physical and eCommerce channels.
Author: PFSweb
uk flag - Published: June 28, 2021
WorkForce Software Study Reveals Stark Disparity in Workplace Experience Ratings Between Employers and Employees
New employee experience research shows gap in perceptions surrounding business resilience amid COVID-19 pandemic, signaling a need for digital transformation
us flag - Published: June 23, 2021
Kustomer Releases New Report that Delves into Changing Consumer Expectations for Retail Customer Service
Survey of US Consumers Illuminates Need For Stellar Digital Customer Experiences And Targeted Generational Strategies
Author: Kustomer
us flag - Published: June 21, 2021
Observe.AI Research Predicts Bright Future for the Post-Pandemic Contact Center
85% of Contact Center Leaders are Optimistic That Contact Centers Will Be a Revenue Driver in the Future, and 72% Are Preparing for Growth by Hiring
Author: Observe.AI
us flag - Published: June 14, 2021
Nearly Two thirds of UK Enterprises Have Invested in Improving Digital Customer Communications During the Pandemic
With many face-to-face settings closed and longer wait times in call centers, 64% of UK enterprises invested in improving digital customer interaction during the pandemic. The findings come from a survey of 100 enterprise IT leaders, commissioned by, Macro 4, which suggests the pandemic accelerated many organizations’ plans to improve their customer communications technology. B
uk flag - Published: June 11, 2021
New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centers
CallMiner commissioned study reveals business leaders are increasingly turning to AI and automation to improve agent experience and decision-making
Author: CallMiner
us flag - Published: June 9, 2021
Remote Work Expectations High Among Businesses
While much has been touted about employee needs amid the “new world of work”, businesses are also envisioning new ways for future operations post-pandemic.
Author: Merchants
southafrica flag - Published: June 7, 2021
New Survey Paints Positive Picture of Employee Engagement During Lockdown
The “2021 Contact Centre People Engagement Survey” provides valuable insight into the current state of People Engagement within the contact centre industry - at a time when the predominant workplace is the home office.
uk flag - Published: June 4, 2021
Research Study Commissioned by LiveVox Reveals Path to Improved Contact Center Agent and Customer Experience
Contact center platforms that have built-in CRMs are the solution to improving both agent and customer experience
Author: LiveVox
us flag - Published: June 2, 2021

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