Customer Service Research

This report profiles research participants in a case study format, sharing current IVR practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved IVR performance. 

This report profiles research participants in a case study format, sharing current reward and recognition programs, best and worst programs, lessons learned, challenges overcome, and plans for the future. In addition, we provide detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants. 

This report summarizes how companies manage front-line customer service employee performance, including motivation, rewards, recognition, and discipline. 

This report identifies “best practices” understands how best-in-class customer service organizations attract and select qualified frontline customer service employees. 

This report teaches how to train and develop employees to deliver superior customer service. 

This report profiles participants in a case study format, sharing current practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved performance. In addition, it provides detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants.

This report will profile research participants in a case study format, sharing current technologies, call center management practices, lessons learned, challenges overcome, and plans for the future. 

This report report will deliver the results of the 5th annual research on call quality programs. The report also examines ways to improve Quality Assurance program credibility, takes a look at QA analyst skill requirements, and techniques to improve QA feedback. 

This report shares measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Call Resolution performance. In addition, we will provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants. 

This report explores how companies are balancing the cost of collection to reduce uncollectibles and improve the bottom line. It also examines the technologies that have retooled credit and collection processes for maximum effectiveness and efficiency. Finally, we look at how companies have established credit policies to support collection efforts. 

This report delivers the results of our research on billing and payment practices and technologies.