Insights from Burnie Group

Expert opinions, insights and trends from Burnie Group’s industry leaders in management consulting.

The Most Important KPIs for Contact Centers

The Most Important KPIs for Contact Centers

Contact center three women working as frontline employees

How to Build a Best-in-Class Employee Experience in the Contact Center

ENGAGE 2023: Highlights from Our Conference for Contact Center Leaders

ENGAGE 2023: Highlights from Our Conference for Contact Center Leaders

SS&C Blue Prism Award winner square

Burnie Group Wins Third Consecutive SS&C Blue Prism Partner Excellence Award for Client Business Impact in Telecommunications

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How Lenders Can Win More Mortgage Broker Business

Developing A Meaningful Employee Journey in the Contact Center

Developing A Meaningful Employee Journey in the Contact Center

Customer survey as part of primary research

7 Reasons Primary Research is Valuable for the Strategy Process

Unlocking the Power of Hyperautomation in Your Contact Center

Unlocking the Power of Hyperautomation in Your Contact Center

Matrix organization team collaboration square

Solving Challenges in Matrix Organization Structures

All You Need for an Effective Post-Merger Integration Plan

All You Need for an Effective Post-Merger Integration Plan