Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication
This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conversations."Ensuring that the agent and/or ...
Factors Driving Contact Centers in Europe: A Look into What Influences Investments in Contact Center Technologies
This IDC Market Presentation highlights contact center trends in Europe. The European contact center space will be driven by cloud with a growth projection of 5.0% compound annual growth rate (CAGR) between 2020 and 2025. The U.K. will rema...
Business Priorities Remain Focused on Customer Satisfaction as 2022 Begins: Could Be Impacted by World Events
This IDC Survey Spotlight provides insight into the organizational priorities of organizations as 2022 begins. The document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Survey, Wave 2, conducted in February 2021...
Customer Service and Support Solutions Taxonomy
Future Enterprise Resiliency and Spending Survey
IDC Contact Center Metrics Survey 2021 Update - COVID-19 One Year Later
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