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, Billing and Payment Practices, and Meter Reading. We also offer in-depth research into key contact center processes such as First Contact Resolution, Call Quality, and IVR Self-Service Technologies. Every report contains original research
and insight, designed to help you achieve your goal of improvement — with no advertising.
