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.
Please note - you must be logged in to view the research.
Deploying Customer Service in the Cloud
This white paper from Ovum, and sponsored by Oracle, is 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.
IDS Pay and Conditions in Call and Contact Centres 2013/14
Author Incomes Data Services
Provides you with a detailed picture of pay, benefits and working conditions for call centre staff throughout the UK. By far the most comprehensive and up-to-date source of information available for the industry, it is the only resource you need to accurately benchmark your pay arrangements and stay ahead of your competitors.
Key Trends in IT Recruitment Q2 2013
Author Business Advisor HR
Global Contact Centre Benchmarking Report Now Available
Author Dimension Data
See below release articles for your information
GLOBAL CONTACT CENTRE BENCHMARKING REPORT 2013/2014 SUMMARY
GENERATION Y SAYS GOODBYE TO THE TRADITIONAL PHONE
STRATEGY AND DEVELOPMENT
Home Working and the Contact Centre
UKCSI July 2013 the state of customer satisfaction in the UK
What is UKCSI?
Customer service is central to the success of the UK economy. With around 75% of GDP generated from the service sector, the UK’s ability to deliver consistently excellent customer service infl uences not just domestic consumer behaviour, but also global economic competitiveness. The state of customer satisfaction in the UK is therefore an important indicator of economic health and business performance. UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on an online survey of customers, geographically and demographically representative of the UK population. The July 2013 UKCSI includes over 30,000 responses from at least 9,000 individual customers.
Author Institute of Customer Service
Small And Mid-Sized Contact Centres
ALL-In-One Contact Centres For Today's Customer Experience Initiatives
Author Genesys for Call Centre Helper
The 6 secrets you need to know about multi-channel
Meeting the Multi-Channel Challenge
A Whitepaper for NewVoiceMedia
Why Customer Insight Matters to Every Customer Service Leader
Author Martin Hill-Wilson
Managing & Supporting Employees Experiencing Domestic Abuse
Author Equality & Human Rights Commission - A Guide for Employers March 2013