Reports, White Papers and Latest Resources

Reports and White papers represent a great way to read in depth about some of the issues facing call centres.


Attract and keep your ideal workforce, including the latest generations, by offering captivating employee experiences. Keep your teams highly engaged and ensure they have a fulfilling work-life balance —while still achieving your business goals.

Post-pandemic, organisations need to understand exactly what consumers are looking for from customer service interactions.

Today’s contact centres face a unique and evolving set of challenges. With the right software solution, you can turn those challenges into organisational strengths.

Knowing what customers feel and think is clearly a vital tool for businesses looking to improve their service experience, and feedback is the vital metric for brands when assessing the quality of their CX provision.

Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance. Like most contact center applications, analytics can be used to cut costs, but its promise goes far beyond this.

Contact centres have become a mixing pot of old and new pain points. Hybrid work, agent satisfaction, mental health and vulnerability awareness alongside the well-known concerns of agent engagement and turnover.

There are many reasons to migrate contact centers to the cloud, such as achieving scale, optimizing cost and the introduction of new capabilities, such as those of speed, control, accessibility and security. Building a plan that identifies the required steps helps ensure that your project goals are met on time and on budget.

Employees in all industries expect flexibility in their work schedules. And it’s especially important in call centres — where the competition for talent is fierce. Create an empathetic work environment that keeps employees happy and attrition in check.

Each year Forrester analysts look at the latest challenges faced by customer service professionals, and highlight opportunities to capitalise on the most immediate, important trends they see developing within the marketplace.

Effortless CX is the new paradigm and it all begins in the contact center. Help your organization drive brand loyalty and increase operational efficiency with AI-powered CX.

The Great Resignation, triggered by employees re-evaluating their priorities because of the Covid-19 pandemic, is causing disruption across most, if not all, industries. A study by Microsoft found that 41 per cent of the global workforce is considering leaving their jobs.

The pandemic triggered an unprecedented demand for customer service, with both contact centres and digital channels seeing rapid growth.

Have you taken the pulse of your contact center recently? Is it steady and strong, or irregular and weak? Contact centers, the service heart of the business, need to be healthy, otherwise the entire business suffers.

The business landscape is evolving at a dizzying pace. Digital transformation, changing customer expectations and the dramatic rise of remote work across industries are just a few major trends fundamentally changing how organizations operate.

Every call you receive is a font of information about how your business really functions and how well it empowers staff to interact with customers.

The 19th annual edition of the UK Contact Centre Decision-Makers’ Guide is the largest study of its kind, based on interviews with over 200 UK contact centres.

According to a recent survey, 90% of respondents consider training and upskilling an important feature in prospective employers. That number increases to 97% for employees in the tech industry. An additional 56% of workers want to see their employers offer more training and career development programmes in 2022.

Keeping employees engaged has become a big challenge for call centres. When most agents moved to remote work in 2020, it tested the limits of existing technology. It also broke the sense of community that kept teams unified and motivated.

80% of customers now view their experience as being of equal importance to the products they buy from a company. With the importance of customer retention, it’s also worth noting that 91% of customers are likely to make repeat purchases with a company that provides positive experiences. When it comes to ROI and profitability, customer-centric companies are 60% more profitable than companies that don’t focus on customer experience.

Gen Z consumers present a significant opportunity for companies to build lasting, profitable relationships–provided their distinct expectations for service are met. This research report, based on a global survey of over 5,500 consumers, explores what Gen Z consumers want out of interactions with companies, and the implications on investments that will need to be made in customer service and support.

With the recent increased use of digital channels, interactions have multiplied and customer journeys have fractured, making it extremely hard to properly comprehend the omnichannel experience, let alone improve it.

Poor CX is something we love to rant about, yet more than half of customers stopped buying from a brand that broke their trust last year. All because of things that companies could probably have fixed.

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach.

When you’re ready to add digital channels to your customer engagement, web messaging is a great place to start. It’s easy to deploy and customise. And you don’t need to call on IT for much help. Best of all, it gives customers the control they want and expect – with 24/7 access to your business.

What are the top 5 technology trends in 2022? Find out in this new research report!

Today’s market offers a number of challenges to collection organizations, whether they are first-party collections departments, third-party agencies or collection law firms. The industry has seen continued economic weakness, increasing competition and consolidation, as well as a growing regulatory burden and often-changing legal requirements.

Whether it is on the telephone or digital channels, most consumers expect to receive rapid responses. Moreover, their idea of rapid is shrinking. Our research found that 90% of consumers demand an ‘immediate’ response to their question. Significantly, for 60% of people, this means under 10 minutes.

Managing a team with members from different generations can be challenging if you don’t first understand what motivates each group, how to communicate with them, and how to train them to bring out their best performance.

It’s easy to get lost in all the data that comes with contact center management, but there’s a way to easily identify, track, and analyze the metrics that reflect how your contact center contributes to the business strategy.

No two contact center agents are the same. And neither are the soft skills they might need to develop. The good news? Behaviours, business alignment, and resourcefulness are all part of a skillset that can quickly be ingrained in every type of agent, leading to higher engagement, better customer experience, and improved KPIs.

This is DMG’s special report on The State of Artificial Intelligence in the Contact Center. This Report concentrates on the potential and practical applications of artificial intelligence (AI) in contact centers.

You’ve been flooded with commentary and insights regarding “digital transformation.” Every analyst and publication that covers your market has affirmed the “go digital or die” mantra in some form. But what does “going digital mean?” What value is there in the “connected enterprise” that is presented as the goal of almost every digital discussion?

Bots do more than automate self-service. When used strategically, chatbots elevate the customer experience (CX) and provide measurable gains for your business. And by taking on mundane, repetitive tasks, bots give your employees more time to focus on higher value conversations.

Cognigy have been named a Leader in Gartners first-ever published Magic Quadrant for Enterprise Conversational AI Platforms.

The rapid trend towards digitalisation means an increasing number of contact centres are learning how best to leverage AI solutions at appropriate stages of their customer journeys. The benefits of increased flexibility and convenience on both sides of the equation suggest that, as confidence continues to grow, so will the extent to which customer services are intelligently assisted with AI-powered technology.

Though companies have plenty of customer satisfaction and agent performance data available to them, most don’t have a comprehensive strategy for customer experience (CX) analytics. In some cases, CX leaders gather customer feedback, but their efforts end there — they do no analysis or take any action based on that feedback. In other cases, they go a bit further and do some analysis, but no action ensues from what their data tells them.

As the hub of customer service and issue resolution, the contact center is undoubtedly central to a company’s overall customer experience. But for all the value and customer-centricity it brings to brands, contact centers notoriously lag behind in employee experience.

The last two years have seen a massive shift toward digital-first customer experiences across all sectors and customer demographics. As consumers were rapidly left without the option of in-person interactions, contact centres saw surging volume in digital channels.

For most CX professionals, speech analytics is an unfamiliar technology. It’s most likely associated with the contact center which for most CX Pros is a black hole of mystery and in some cases CX indifference. Capable speech analytics solutions however offer an incredibly rich source of customer experience detail that cannot be obtained anywhere else!

Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right.

A major question being asked today is, “How do contact centres attempt to measure the most important metric of all - first-contact resolution?”

“It’s impossible to have an exceptional customer experience without having an exceptional employee experience.” Those are the words of Alvaria CEO Patrick Dennis. It’s an observation born out of years of helping the world’s leading companies build lifetime loyalty through great customer experiences.

According to the Harvard Business Review, a record-breaking 10.9 million jobs were left open at the end of July 2021. The great resignation is hard to miss right now, with retention a seriously hot topic.

If you’re looking for new QA software, it can be difficult to know where to start. There’s a broader range of options than ever, and with hosts of new, AI-based features it’s important to understand where these could fit into your operation before purchase.

The contact centre is now the virtual front door customers use to interact with businesses. As such, savvy customer experience (CX) and contact centre leaders are reimagining their contact centre activities to address the realities and requirements of this new model.

A proactive customer engagement strategy creates a secure connection between a customer and a brand that gets strengthened over time, ensuring mutual value. It is a win-win for the brand and their customers, providing benefits to both parties.

Although contact centre evolution has been constant over the last four decades, the intensity does vary. At present we are in a phase of accelerated movement caused by customers adapting to a rapidly changing world. Whether pioneer or late adopter, every organisation has needed to respond.

The Ventana original research report evaluates the maturity of software vendors, their products, and their value for enterprise use in agent management.

Self-Service is not just what the savvy, self-sufficient customers of today’s increasingly digital, connected world have come to expect. It responds to customers’ needs to solve their queries quickly and conveniently 24 hours a day and via any device.

Self-service has become the preferred method of support for consumers of all generations, in all channels. Accelerated by the pandemic, customers and prospects have increasingly moved away from making phone calls to the companies they do business with, choosing instead to communicate through an ever-growing number of digital channels.

ICMI last studied contact center workforce management (WFM) trends and benchmarks in 2017. Since then, the workplace as we know it has evolved in ways we could never have predicted three years ago. In early 2020, many contact centers worldwide were forced to take their operations remote with little notice.

Like most contact center applications, analytics can be used to cut costs, but its promise goes far beyond this. The integration of sophisticated AI and machine learning capabilities within the analytics solutions offers the chance to take analytics far beyond what was imagined a few years ago.

As the customer experience industry looked to recover from the impact of 2020, many trends that emerged during a year of turmoil have continued to intensify in 2021.

As contact centres face evolving challenges and increasing demands, rapid innovation in Workforce Management (WFM) technology promises to rise to the occasion and help achieve an elevated approach to WFM. But with a crowded marketplace, perhaps the greatest challenge is making smart investments in WFM tools and technologies that can truly deliver on this promise.

In the digital era, where customer service is becoming a major competitive differentiator, organizations worldwide seek to enhance their contact center operations. However, low customer satisfaction, high churn rate of human agents, lengthy call times to assist customers, and lack of 24 x 7 support are the current reality of most contact centers.

Many organizations are re-evaluating their long-term business strategy and considering a transition from a physical contact center to a virtual one.

Many of us saw the pandemic as a temporary change in behaviour, and that the extraordinary working practices we had to quickly adopt to survive would be reversed once the world returned to normal. It’s clear that this hasn’t happened.

Automation and AI are widely talked about in customer experience. That’s because they’re radically transforming businesses every day.

The pressure is on for brands to create a customer experience (CX) that feels personal and consistent, regardless of the channels through which their customers choose to shop.

Demand for CCaaS solutions is moving upmarket and Talkdesk has again been named a Leader in the 2021 Gartner Magic Quadrant for CCaaS.

Looking for ways to improve the agent experience in your hybrid workforce? We’ve got 9 tips to keep everyone in your contact center engaged and happy.

It's true that happy employees make happy customers.

The world around us has changed a lot since the COVID-19 pandemic. The customer experience has been completely redefined, and although many services have become “touchless” in our post-pandemic world, touchless does not mean “contactless”.

Millennials make up a large portion of today’s call centers. Learn how you can leverage their strengths and motivate them to provide top-notch service.

As the travel industry seeks to promote a more futureproof model, the importance of customer experience (CX) in tourism has never been higher.

Agents across contact centers worldwide are working remotely now more than ever before and don’t have in-person support.

HomeServe is an international home repairs and improvements business that provides residents with access to tradespeople and technology to help them run their homes more easily. The company’s vision is to be the world’s largest and most trusted provider of these services with the customer at the heart of everything they do.

When looking at how your organisation can gain real value from speech and text analytics, the first step is to consider why you want it? What is the business case or business driver and strategy that leads to the business case?

With the recent increased use of digital channels, interactions have multiplied and customer journeys have fractured, making it extremely hard to properly comprehend the omnichannel experience, let alone improve it.

Contact center technology planning doesn’t have to be full of twists and turns. Yet, organizations who want to take advantage of the flexibility and scalability of the cloud often find it difficult to define a clear migration path to get there.

There is a widespread perception that contact centres can be a demanding environment to work in, particularly for agents. This has a knock-on effect on recruitment, with recent UK research confirming that “Entry level roles such as customer service agents and claims handlers are the most difficult roles to fill”.

A workforce, whether traditional, remote, or hybrid, is full of potential. Reaching that potential and sustaining it successfully, for example in the contact center, means understanding the challenges it presents.

Technology strategy is critical in today’s digital age; without proper preparation and a thoughtful implementation strategy, companies are blindly instituting systems without a clear metric for sustained success.

The effective integration of channels into one seamless conversation will be a major differentiator for customer-centric businesses. Customers increasingly expect that the best service they have experienced elsewhere translates into the service they should receive from all companies, and a lesser experience will impact brand value.

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In 2020, the use of chatbots skyrocketed as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents.

This Talkdesk eBook will equip you with tools and strategies to transform your contact centre from a ‘cost centre’ to a growth centre.

Speech analytics is not new, it has been with us for many years in various formats and used in different scenarios. Many businesses are just scratching the surface of speech analytics’ capabilities and the value it can give to their organisation.

This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact center is no exception.

Customer expectations are forcing organizations to evaluate the way they provide service and customer care. Today’s customers demand a consistent experience regardless of location or device and expect organizations they do business with to be responsive and effective.

To help organizations navigate the transition to hybrid working, this report unpacks the findings from a study of more than 5000 knowledge workers in five key countries around the world.