Alison Close
This IDC Survey Spotlight looks at the advantages and disadvantages of internally owned and managed contact centers. This IDC Survey Spotlight is based on data from IDC's October 2021 Worldwide Customer Care/Contact Center Business Process ...
This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is essential but...
This IDC study provides a forecast for the worldwide and U.S. BPO services market for the 2022–2026 period."Business process service providers need to invest in and support customers with next-generation best-of-breed digital solutions and ...
Business Process as a Service: An Updated View on Supply and Demand Trends
Demand Side Survey: Finance and Accounting BPO Services
EXL Transforms British Gas' Front Office and Boosts Customer Experience with AI-Infused Solutions
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Team member of
IT Executive Programs Analyst Team, Worldwide Services Research