Intensive primary research and in-depth industry knowledge. The present and future state of customer contact, for both supplier and contact centre alike.
UK Contact Centres in 2015: The State of the Industry & Technology Penetration: the definitive study of the industry. The size, structure and future of the UK contact centre industry, with technology penetration and forecasts to 2018. Download report details Buy
The UK Contact Centre HR & Operational Benchmarking Report 2014-15: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £295 + VAT. Download more information Buy
The UK Contact Centre Decision-Makers' Guide (12th edition - 2014):
performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report
The Inner Circle Guide to Customer Contact Analytics: the definitive analyst study of how speech and interaction analytics can be used to influence cost, profitability and quality. Download full report
The US Contact Center HR & Operational Benchmarking Report 2014: details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495 + VAT. Download more information Buy
The US Contact Center Decision-Makers' Guide 2014: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2014 full report (registration required)
The Inner Circle Guide to Self-Service: the definitive analyst study of how intelligent automated service - via IVR, speech, virtual agents, mobile and social channels - fits into the customer contact mix. Download full report
The Inner Circle Guide to Multichannel Customer Contact: the definitive analyst study of how email, web chat, SMS, social media, mobile and other channels will fit into the customer contact mix. Download full report
US Contact Centers in 2013: The State of the Industry: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, based on thousands of interviews. Download report details
The Inner Circle Guide to Cloud-based Contact Centre Solutions: the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download Full Report
The Inner Circle Guide to Speech Analytics: the definitive analyst study of the business drivers, technology, market and future of a game-changing solution - free.
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"Customer 2.0: Customer Experience and Profitability in the New Economy": an extended, free White Paper investigating what UK organisations can expect from post-recession consumers, and how to move beyond traditional customer satisfaction measurements towards an insightful and actionable customer experience framework.
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