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Resources

Industry Research Reports

What the experts are saying

The research reports below explore some the latest thinking on customer support, visitor analysis, and call centers. Some of these reports require a subscription.

Aberdeen

Battle for Control of the Contact Center Space(May2007)

Beagle Research Group

Automating The Customer Buying Process (Oct 2006)
New Call Center Business Models (Oct 2006)
The Call Center New Paradigm (Sep 2006)
Hosted CRM’s Necessary Divergence (Feb 2006)
Leveraging User Communities (Jan 2006)

Forrester

Why Financial Shoppers Abandon Online Product Applications (Aug 2007)
The Business case for Interactive Help in Financial Services (Jul 2007)
The State of Retailing Online 2007 (Mar 2007)

Patricia Seybold Group

Dealing with a Moment Of Truth in a "Purchase a Gift" Scenario (Mar 2007)
Online Customer Communities Are Strategic. Why We All Need to Build a Core Competency in Nurturing Customer Communities? (Sep 2006)

Ventana Research

Advanced Communications Change Customer Relationship (Nov 2006)

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