Visionary Innovation Research
(Mega Trends)
Traditional Corporate Responsibility is Out!
BPOs Transforming Employee Engagement into a Competitive Advantage
Virtual Assistant Invasion – Will They Take Over the Contact Center
Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care
Hearing and Acting on the Voice of the Customer
Enterprise feedback management, voice of customer, and voice of employee programs and surveys
Enhancing Omnichannel Agent Productivity
Guided assistance, desktop automation, displays, robotic process automation (RPA), excellent supervision
Digital Transformation Meets the Contact Center
What Companies Need to Know to Survive in a Digital World
Internet of Things-based Solutions for Customer Support, US, 2018
Need to Deliver Timely Support, Improve Process Transparency, and Enhance Customer Experience
End User Priorities for Customer Engagement, Global, 2018
Navigating Digital Transformation in Contact Centers
Engineering a Culture of Security Consciousness in the Customer Service Organization
Customers are more concerned than ever about how companies use their data
Artificial Intelligence Applied to the Customer Experience in Latin America, 2018
Moving Beyond Chatbots to Provide Seamless Customer Engagement
Enterprise Data Storage Market Insights
Future Technologies and Trends Will Drive Market Growth
2016 Global Contact Center Systems Buyers Guide
Choosing a Vendor for Omnichannel Transformation
The Contact Center is Rich with Data—Why Add More?
Big Data’s Place in Customer Service
Successfully Cloud-Enabling Enterprise Resource Planning
Agility, Features, OPEX Pricing Model Propel Demand for Cloud ERP Systems
Ensuring Profitable Customer Web Experiences
Sharp Mobile-Friendly Design, Content, Data Analysis, Testing Key to Successful Web Experiences
Nearshore is All Grown Up
Hot BPO Delivery Destinations
Enhancing Customer Relationship Management (CRM) for Small Midsized Businesses (SMB)
Smart CRM Strategies, Tactics, and Solutions for SMB Growth
BPO Enabling Technology Part II
Radically Transforming Client Partnerships
Ensuring an Excellent Omnichannel Retail Experience
Ensuring an Excellent Omnichannel Retail Experience