JAA'S Analyst Blog - Current Posts

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I’m a market researcher by trade, but as an indie analyst, I don’t publish industry reports as a matter of course. However, I’m happy to produce those on a custom basis, but that’s a different conversation. On occasion, though, I will produce mini-reports, which are on a smaller scale, and often based on publicly-available secondary sources.

That’s the format used with Aizan for this review of the US contact center market. More specifically, the research was used to support the notion that the on-hold experience is a critical link in the customer experience value chain, and is poorly understood.

This is a focus area for Aizan, and regardless of what’s on offer, the main takeaway is about the opportunity for contact centers to better address this weak link. Registration is required from their website, but if this is something you’ve been thinking about, I think you’ll find it a good read.