Research

Some of the research that members of the Forum have been involved with are listed below. If you are logged in, then click on one of the links to view the content associated with each report.

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2013 South West Contact Centre Salary Comparison, published by Red Contact Centres

The Inner Circle Guide to Self-Service - the definitive guide to the future of intelligent automated customer service, whether via mobile, web, IVR, speech or social channels, published by ContactBabel

The State of Customer Satisfaction in the UK, published by Institute of Customer Service, January 2014

Deploying Customer Service in the Cloud, published by Ovum
A business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to do so successfully. It deals with four phases: implementation, consolidation, optimisation and transformation.

Global Contact Centre Benchmarking Report, published by Dimension Data

Strategy & Development, published by Dimension Data

Update: Generation Y, published by Dimension Data

Home Working and the Contact Centre, published by Plantronics