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                  Contact Center

                  Quote.svg

                  By 2027, three-quarters of contact centers will have introduced multiple GenAI applications into their service processes for routing, chatbots and agent assistance.
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Creating a better experience

                  Our expertise comes from our research that is not found anywhere else in the industry. It can help you make the Contact Center impactful to your organization. Consider these insights as you look to assess and improve your Contact Center efforts.

                  Definition

                  Contact centers handle customer interactions across every channel of engagement to deliver a satisfactory conclusion to any interaction, meet their needs for and ensure the best possible experience.

                  Research Fact

                  70% of respondents said their company competes based on the customer experience

                  Best Practice

                  To improve customer service, adopt metrics that shift the focus from operations to customers

                  How we can help

                   

                  Consulting

                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

                  Advisory

                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

                  Research

                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

                  Education

                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.