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 2016-2020: 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 2020. Download more information Buy
The UK Contact Centre Decision-Makers' Guide (13th edition - 2015): performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report
The US Contact Center Decision-Makers' Guide 2015: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2015 full report (registration required)
The Inner Circle Guide to Cloud-based Contact Centre Solutions (2nd edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report
The Inner Circle Guide to PCI DSS Compliance in the Contact Centre: the definitive analyst study of what PCI DSS means to contact centres, and how they can become compliant. Download full report
US Contact Centers in 2015: The State of the Industry: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, with present & future technology penetration rates. Download report details Buy
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 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
"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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