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Contact Center and Customer Engagement


Supporting Customer Engagement with Agents for Best Customer Experience

Customers want to engage organizations using the contact channel of their choice, which could be voice, chat, email or one of many alternatives. This benchmark research is designed to examine the practice of running contact centers and managing agents, whether human or machine, to support the best possible customer experiences. We would like you to help us by sharing best practices in managing contact centers and agents to support customers.

Are You Qualified? The survey for this benchmark research is designed for marketing, sales, customer service, call center- and contact center-related business and IT managers connected with customer engagement and managing or operating an in-house contact center, offering outsourced contact center services or involved with the purchasing of technology for this area. Solution providers, software vendors, consultants, media and systems integrators may participate in the survey, but they are not eligible for incentives and their input will be used only if they meet the qualifications. Incentives are provided to qualified participants in the research and are conditional on provision of accurate and verifiable contact information including organization name and organization email address that can be used for fulfillment of incentives.

What’s In It For You? All survey participants will receive immediate access to related research to support their organization’s efforts. In addition, all qualified participants will receive a $50 gift card. Incentives are emailed within 1 week. Thank you for your participation!