State of the Call Center Industry

Ringba

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Learn about the Call Center Industry, discover industry trends and explore research studies.


Call Center Industry Outlook

Aircall - Customer Support Strategy, 2018
https://aircall.io/blog/wp-content/uploads/2018/04/Aircall_2018_Customer_Support_Strategy_Survey.pdf

BIA Kelsey - Industry Watch: Call Commerce, 2016
http://www.biakelsey.com/wp-content/uploads/2016/07/biakelsey-industrywatch-callcommerce.pdf

Deloitte - Global Contact Center Survey, 2017
https://www2.deloitte.com/content/d.../us-con-2017-global-contact-center-survey.pdf

ICMI – International Customer Management Institute - The State of Intraday Workforce Management in Today's Contact Centers, 2018
https://www.icmi.com/~/media/Files/...rce-Management-in-Todays-Contact-Centers.ashx

IFC - International Finance Corporation - World Bank Group - Measuring Call Center Performance
https://www.ifc.org/wps/wcm/connect...uring+Call+Center+Performance.pdf?MOD=AJPERES

JLL (NYSE:JLL) – US Contact Centers Outlook, 2017
http://www.us.jll.com/united-states/en-us/Research/US-Contact-Centers-Outlook-2017-JLL.pdf

JLL (NYSE:JLL) - US Contact Center Outlook, 2018
http://www.us.jll.com/united-states/en-us/Research/US-Contact-Center-Outlook-2018-JLL.pdf

MetricNet - Call Abandonment Rates Study
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider Articles/call-abandonment-rate.pdf

Site Selection Group - Call Center Location Trend Report, 2018
https://info.siteselectiongroup.com/hubfs/Whitepapers/Call_Center_Location_Trend_Report_2018.pdf

TalkDesk - Call Center KPI Benchmarks by Industry
https://www.talkdesk.com/resources/infographics/call-center-kpi-benchmarks-by-industry/


Call Center Industry Issues

Ameyo - Call Center Manager Challenges, 2015
https://www.ameyo.com/blog/call-center-management-challenges

Ameyo - Essential WFM Capabilities for SMB, Large, and Omni-channel Contact Centers
https://www.ameyo.com/hubfs/Ameyo_W...MB_Large_and_Omni-channel_Contact_Centers.pdf

Call Miner - 21 Call Center Leaders Reveal Biggest Concerns Keeping Call Center Managers Up At Night, 2018
https://callminer.com/blog/21-call-...-concerns-keeping-call-center-managers-night/

Contact Center Pipeline - Agent Turnover Still No-1 Challenge for Contact Centers, 2017
https://blog.contactcenterpipeline....ver-still-no-1-challenge-for-contact-centers/

Contact Center Pipeline - Power To The People, 2017
http://contactcenterpipeline.com/CcpDownloadPub.aspx?pubid=1351

Flat World Solutions - Major Challenges for Call Center Industry
https://www.flatworldsolutions.com/call-center/articles/major-challenges-callcenter-industry.php

Jive - 10 Most Common Call Center Problems, 2017
https://jive.com/wp-content/uploads/2017/08/CCenterEbook.pdf

Jive - 5 Problems Plaguing Modern Call Center Managers, 2018
https://jive.com/resources/blog/5-problems-plaguing-modern-call-center-managers/

ICMI – International Customer Management Institute - Seven Metrics to Watch for Call Center Success, 2011
https://www.icmi.com/Resources/Metrics/2011/02/Seven-Metrics-to-Watch-for-Call-Center-Success

NICE (NASDAQ:NICE) – Solving the Top 10 Challenges for SMB Contact Centers
https://www.niceincontact.com/blog/solving-the-top-10-challenges-for-smb-contact-centers/

NICE (NASDAQ:NICE) - Top 10 Challenges for SMB Contact Centers
https://www.niceincontact.com/blog/solving-the-top-10-challenges-for-smb-contact-centers/

QATC - Exploring Call Center Turnover Numbers, 2015
http://www.qatc.org/winter-2015-connection/exploring-call-center-turnover-numbers/
 
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