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Tag Archives: BUSINESS INTELLIGENCE Reports/White Papers/Presentations/eBook guides

Contact Centers Must Go Digital or Die – The benefits of virtual agent models | Forrester & Kelly Services Research


Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping …

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WHITE PAPER: Modern Customer Service – Are you outpacing your executive peers?


Across industries and business operating models, companies believe they are generally doing a good job serving their customers and that they are doing better than their competitors. Is executives’ optimism based on capabilities or wishful thinking? Companies are in various stages of maturity in providing advanced, modern customer service, which …

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WHITE PAPER: The Future of Retail: 2016 Retail Predictions: Insights from Industry Gurus


According to David Sleeth-Keppler of Strategic Business Insights: “The future of retail will center on a race among companies to beat competitors during the unfolding of the consumer decision process.” The idea of preemptive distribution involves a company’s inserting product-and-service options into the decision process so that consumers will simply …

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VIDEO, REPORTS & INFOGRAPHICS: The female millennial | A new era of digital talent


Millennial career stage differential The female millennial – women born between 1980 and 1995 – represent a significant and growing portion of the global talent pool. We recognise that the experience of a 34-year-old millennial woman with 12 years’ work experience and an established career will be very different to …

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VIDEOS & CASE STUDY: Women in the Workplace – Promoting international career aspirations |PwC Research


  Organisations across the world are using international mobility experiences to develop future leaders and advance the careers of key talent. Yet despite unprecedented demand, women currently only account for 20% of international assignees.  To investigate such disconnects and help organisations address them, PwC has conducted research that brings together …

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