Reports & Research

The State of the Contact Center: Embracing the Evolving World of Work

Calabrio

Don’t Keep Your Customers On Hold

Five9

Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center

Five9

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture

TopBox

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

The secret sauce helping CX leaders create loyal clients: Convenience

ServiceNow

The communications revolution: How businesses create value through empathy and impactful engagement

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

2020 IDC Perspective: Customer Service and the Future of Work

ServiceNow

The Transformation of WFM with Adaptive, Real-Time Intraday Management

Calabrio

Remote Agent Playbook

RingCentral

Leveraging AI and Intelligent Automation in the WFM Suite

NICE

Disruptive Customer Engagement

RingCentral

Contact Center 2.0 - Tomorrow's Solutions for Today's Customers

RingCentral

Contact Center 2.0: The Rise of Collaborative Contact Centers

RingCentral

How to Manage the Remote Workforce - Best Practices to Drive Engagement and More Effectively Forecast and Schedule in the Remote Contact Center

NICE

Discover 6 best practices of field service leaders

ServiceNow

CORINIUM: The Customer Experience Perspective

ServiceNow

Forrester Study: Business Value of ServiceNow Customer Service Management

ServiceNow

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth

ServiceNow

The Road to Transforming the Customer Service Experience: Investing in great outcomes for employees and customers

ServiceNow