How well would you do as a switchboard operator in the 1920’s, having to connect every individual caller with their desired destination? This game lets you find out.
http://lazerwalker.com/hellooperator
Dimension Data- 2017 Global CX Benchmarking Report (summary- 16 pages- + video)
Contact Babel- Inner Circle Guide to Omnichannel Customer Service- (142 pages)
This not not ‘truly’ independent research (see the sponsors?) , but there some good info inside.
Gartner Magic Quadrant- Contact Center Infrastructure (graphic only) – May 2017
Gartner Magic Quadrant for Contact Centre as a Service- (graphic only) October 2016
