Algorithm-based First Contact Resolution is the market proven and affordable “Silver Bullet” the industry has been waiting for. A Report From Contact Centre Research While improving your First Contact Resolution...learn more

Tags:   First Contact Resolution | FCR | Contact Centre Research

How do you manage at-home agents?  In this At-Home Agent Management Benchmark Report find out how at-home veterans are meeting the people management challenges of at-home agents. More than 250 call center leaders...learn more

Tags:   customer management | at-home agents | call centers

See what your peers are planning in the 2010 Call Center Outlook Survey. This new report features 27 data points, including: • Budget plans and investments categorized by size and industry • Plans for...learn more

Datamonitor’s research report, The Rise of Outbound Applications in an Economic Recession , reveals the reason that companies are demanding outbound IVR. Customers want to take your outbound calls and talk to your IVR...learn more

Tags:   Datamonitor | Voxify | IVR | contact centers

Customer surveys usually provide only directional information because gaps in survey methodology make it difficult to provide the detailed information required to evaluate how customers truly feel and act. This white...learn more

Tags:   speech analytics | voice of the customer | Nexidia

Few call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identifying the right call...learn more

Technical support is an inherent part of the customer experience for many businesses, and how well that service is delivered can have a profound and lasting effect on the customer’s willingness to buy again in the...learn more

Farmers Insurance is the third largest writer of both private passenger automobile and homeowner insurance in the United States. Farmers operates in 41 states and provides insurance products to more than 15 million...learn more

Follow-up customer surveys allow companies to collect customer feedback more diligently and use the resulting data to pinpoint lagging satisfaction. Surveys also supplement metrics like call times and hold times to measure...learn more