Customer Service Research Publications
The Service Delivery Advantage is unlike any publication available today. Each report is dedicated to a customer service function or topic — Call Center Operations, Credit & Collection, Front-line People Processes (Hiring, Training, Performance, Rewards), Field Services, Billing and Payment Practices, and Meter Reading. We also offer in-depth research in to key contact center processes such as First Call Resolution, Call Quality, Rewards & Recognition, and IVR Technologies. Every report contains original research and insight, designed to help you achieve your goal of improvement — with no advertising.