Forresters- Assess Customer Service Capabilities to Pinpoint Opportunities for Better Service (37 pages)
This is more of an article than a research report, but there are some good questions you could apply to your own Operation.
Forresters- Assess-Customer-Service-Capabilities-To-Pinpoint
HBR- Beyond CRM: Rethinking Customer Services in a connected, digital age (10 pages)
Gartner Magic Quadrant- 2017 Critical Capabilities for Contact Center Infrastructure, Worldwide (graphic only)
Contact Babel- Inner Circle Guide to Multichannel Workforce Optimization- 2017 (136 pgs)
This is not completely independent research: the report was sponsored by the top WFM suppliers in North America.
Contact Babel Inner_Circle_Guide_to_Multichannel_Workforce_Optimization_US
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