Our Reports


2017-18 Contact Center and Customer Engagement Benchmark

Nemertes’ Contact Center and Customer Engagement Benchmark details real-world adoption of key contact center technologies including omnichannel, analytics, customer measurement and management, and cloud. We provide insight into enterprise plans, successes, and business drivers as well as their challenges and barriers to success.


Table of Contents
  • About Nemertes
  • Methodology and Demographics
  • Key Takeaways
  • Measuring Success
  • Contact Center Leadership
  • Outsourcing
  • Channel Landscape
  • Omnichannel Strategies
  • Calling Trends
  • At-Home Agents
  • Vendor Strategies
  • Cloud
  • CRM in the Contact Center
  • Enterprise Telephony Integration
  • Team Chat
  • Headsets
  • AI, Bots, and IoT


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